User Service Manual – Clear Expectations. Exceptional Service.
At NorTech, we don’t just complete service calls—we create smooth, dependable experiences built on communication, preparation, and mutual respect. The User Service Manual serves as your complete guide to understanding how NorTech operates, what you can expect from our team, and how to prepare for a seamless appointment from start to finish.
This manual was developed to ensure clarity, consistency, and confidence in every service interaction. It outlines your responsibilities as a valued client, our standards for safety and professionalism, and the communication protocols that keep every project on schedule and every outcome up to NorTech’s quality standards.
Whether you’re scheduling a one-time repair, recurring maintenance, or a specialized installation, this guide helps you:
* Know exactly what to expect before, during, and after your appointment
* Understand the steps that help prevent delays, disruptions, or safety issues
* Learn how to communicate, approve estimates, and provide feedback efficiently
* See how NorTech upholds accountability, fairness, and service excellence.
Together, these guidelines form the foundation of NorTech’s client partnership—a shared commitment to professionalism, transparency, and exceptional results.
1. Welcome to NorTech
At NorTech, we believe every client deserves seamless, professional service—delivered with care, precision, and integrity. Whether you’re requesting home repairs, installations, or diagnostics, our goal is to simplify the process and exceed expectations at every step.
This guide outlines what to expect when working with NorTech and your role in making each appointment efficient, safe, and successful.
2. User Responsibilities
By engaging NorTech’s services, clients agree to uphold the following responsibilities to support timely, high-quality service delivery.
Communicate honestly about your issue and site conditions: Transparency is key to a successful service outcome. Clients must provide truthful, detailed information about the issue at hand, including when the problem started, any attempted repairs, and past service history. Clearly describing the condition of the space, equipment, or property helps us arrive prepared and prevents misdiagnosis or delay. Surprises on-site often mean postponed solutions—accurate descriptions keep everything on track.
Provide safe, clear access to the work area: Clients must ensure that technicians can enter and move freely around the service zone without obstruction. Remove personal belongings, secure pets, clear walkways, and ensure the area is dry and safe to navigate. If ladders, tools, or equipment need to be maneuvered through the home or workspace, pathways should be cleared in advance. This simple preparation helps your technician perform efficiently and with care.
Follow NorTech’s scheduling and safety policies: Respect for scheduled appointments is essential to keeping service timely and efficient—for you and other clients in the queue. Be ready at the agreed-upon time and notify us promptly if you need to cancel, delay, or adjust the schedule. Additionally, please follow any temporary rules shared by the technician during service—such as areas to avoid or ventilation requirements—to maintain a safe and productive workspace.
Approve estimates and payments through official channels only: All pricing must be approved in advance through NorTech’s official portal, email, or designated coordinator. Never provide cash, credit card information, or payment directly to a technician. This ensures proper documentation, protects your financial security, and allows us to guarantee the accuracy of the service record. If you have questions about your estimate or invoice, our Support Team is ready to help.
3. Service Request & Preparation
3.1 Accurate Information & Service Details
Provide complete descriptions of your issue, including relevant history: When submitting a service request, include as much detail as possible—what the issue is, when it started, how it’s changed, and any prior attempts at repair. This context helps us plan appropriately, avoid repeat visits, and match your project to the right technician on the first try.
Upload photos or videos when possible to help us assess service needs: Visuals can drastically improve service accuracy. A few clear photos or a brief video walkthrough can help us identify materials needed, assess site accessibility, and determine whether specialized equipment is required—reducing surprises and increasing service speed.
Disclose known hazards, pre-existing damage, or unusual site requirements: Be upfront about any issues such as electrical problems, pest activity, mold, narrow access points, or fragile installations. We prepare best when we’re fully informed—and proper disclosure also supports safety for all involved.
Understand that inaccurate or missing information may lead to rescheduling or added charges: If the technician arrives and can’t complete service due to unreported conditions, materials, or hazards, the visit may need to be rescheduled—sometimes with an additional fee to cover lost time. The more we know up front, the smoother your service will go.
3.2 Safe Working Environments
Ensure technicians have safe, unobstructed access to the work area: Clients must prepare the service area by removing clutter, furniture, or storage items that could limit technician movement or create hazards. Walkways, driveways, hallways, and doorways should be cleared in advance. If service will occur outdoors, please ensure the area is accessible from the street or garage and free of mud, debris, or snow if seasonally applicable.
Secure pets, move personal items, and clear environmental hazards: For everyone’s safety and peace of mind, pets must be secured in a separate room or fenced area before the technician arrives. Valuable or fragile belongings near the work zone should be removed or covered in advance. Clients are also responsible for addressing potential safety concerns such as active water leaks, standing moisture, pest infestations, mold, or electrical hazards prior to service.
Follow technician guidance regarding restricted zones or temporary adjustments: During service, the technician may ask clients to temporarily avoid certain spaces (e.g., the garage, hallway, or electrical panel area). These restrictions help prevent injury and allow work to proceed uninterrupted. If ventilation, lighting, or workspace expansion is required, technicians will explain what’s needed, and client cooperation is essential.
NorTech reserves the right to decline or postpone service if safety is compromised: Technicians are not permitted to work in unsafe conditions. If hazards are present that cannot be resolved on-site, NorTech may postpone or cancel the appointment until safe access can be ensured. This includes, but is not limited to: exposed live wires, aggressive pets, structural instability, or the presence of substances harmful to technician health. Any resulting rescheduling or trip fees will be communicated by NorTech Support in accordance with our service policy.
4. During Your Appointment
4.1 Cooperation with Service Providers
Be available for technician consultation, especially at the start and completion of the job: A successful appointment begins and ends with alignment. Clients should be present or reachable during the technician’s arrival window to walk through the service plan, provide access, and confirm any clarifying details. At the end of the appointment, your availability helps us ensure the work meets expectations, provides an opportunity for final walkthroughs, and allows for any on-site clarification before departure.
Provide timely approvals if scope changes arise: If the technician discovers new conditions that affect the service plan—such as additional damage, material discrepancies, or unforeseen obstructions—they may need to pause work and seek client authorization for a revised estimate or schedule. Prompt responses from clients help prevent extended delays and ensure the revised plan can be implemented efficiently.
Avoid excessive interruptions to allow technicians to work efficiently: While client engagement is welcome, especially during progress updates or walkthroughs, unnecessary interruptions or shadowing during the work process can slow down service. For best results, allow the technician to focus, and jot down any non-urgent questions for the midpoint or final check-in.
Respect scheduled service windows and notify NorTech if delays or changes occur: Appointment punctuality ensures that every project stays on schedule—for your service and others throughout the day. If you’re running late or need to make changes, please notify NorTech Support as early as possible so we can coordinate adjustments. Missed or significantly delayed appointments may result in a rescheduling fee, in accordance with our cancellation policy.
4.2 Service Etiquette & Conduct
Avoid disrupting service delivery outside of scheduled check-ins: While technician updates are built into the service process, unscheduled interruptions—such as frequent questions, observations, or attempts to redirect tasks—can slow progress and lead to errors. Clients are encouraged to jot down questions and share them during designated walkthroughs or completion check-ins, when technicians are best positioned to respond thoughtfully.
Address any concerns or questions through NorTech’s Support channels: If an issue arises during service—or if the technician is unavailable or unable to resolve a concern—please contact NorTech Support directly via phone, app, or portal. Our dedicated team can help clarify estimates, scheduling changes, or scope questions with speed and accuracy. Technicians are focused on their work and may not be able to manage administrative concerns mid-job.
All communications must remain courteous and focused on solutions: We’re committed to respectful and productive service experiences. Clients and technicians are expected to maintain a courteous tone throughout all interactions—especially when complications arise. If frustrations occur, our Support Team is trained to step in, de-escalate, and guide all parties to a resolution.
5. Materials, Tools & Equipment
5.1 Standard Materials
Clients are responsible for supplying project-specific materials While NorTech technicians arrive with standard tools and commonly used supplies, it is the client’s responsibility to furnish any specialized or installation-specific materials required to complete the service. These may include:
Paints or primers for surface work
Light fixtures, faucets, fans, or appliances
Flooring materials such as tile, hardwood, or carpet
Trim, molding, cabinets, or shelving units
Plumbing fittings, valves, or replacement piping
Electrical components including outlets, switches, or wiring
Lumber, drywall, siding, or framing materials
To prevent project delays, clients should ensure these items are on-site and inspected prior to the scheduled appointment. If materials are missing, defective, or unsuitable for installation, technicians may be required to reschedule—potentially incurring a return visit fee.
5.2 Specialized Equipment Costs
If the service requires advanced tools beyond the standard toolkit (e.g., ladders, paint sprayers, industrial saws), NorTech will notify clients in advance: Some services demand tools that go beyond the standard technician kit—such as extension ladders, paint sprayers, industrial saws, rotary hammers, or tile-cutting systems. When these needs arise, NorTech will communicate them during the estimating process or ahead of your appointment. This proactive notice ensures clients can make informed decisions and prepare for any adjustments in cost or logistics.
Associated equipment costs must be approved prior to use and invoiced separately: Charges for specialized tool use are not included in standard service pricing and must be reviewed and approved by the client before any work begins. These costs are outlined clearly in your estimate or shared via a follow-up invoice, depending on when the need arises. Technicians are not permitted to proceed with equipment usage until client approval is documented. This policy reinforces NorTech’s commitment to pricing transparency and mutual trust.
5.3 NorTech Material Procurement Option
At your request, NorTech can handle material sourcing: For convenience and efficiency, clients may choose to have NorTech procure necessary materials for the scheduled service. This optional service is ideal for clients who prefer not to manage material selection, transportation, or scheduling with supply vendors.
Material Handling Fee applies and varies by product and delivery complexity: NorTech charges a flat or tiered handling fee based on the type, volume, and urgency of materials requested. This fee includes labor time, sourcing, pickup or delivery logistics, and coordination to ensure materials arrive in sync with the scheduled appointment. All fees are disclosed and approved prior to procurement.
Clients must prepay all material costs before purchase: Once materials are selected and costs confirmed, full prepayment is required to initiate procurement. NorTech does not finance third-party materials or carry supply balances between appointments. This policy helps us keep timelines tight and responsibilities clear.
A separate invoice will be issued and must be paid before work begins or at the time of delivery: Material purchases are documented independently of labor charges. Clients will receive a separate invoice outlining the itemized materials and corresponding handling fee, which must be paid in full prior to the technician’s arrival or at the time of delivery if delivered separately.
This service includes procurement, transportation, and timely material readiness: NorTech coordinates the entire material process—from sourcing and pickup to job-site delivery—so your project stays on track. Technicians arrive ready to begin, and clients can count on materials being where they need to be, when they need to be there.
6. Communication Standards
All service communications must take place via NorTech’s approved Support hotline: To ensure clear documentation, protect client privacy, and streamline service coordination, all messages regarding scheduling, scope changes, concerns, or technician dispatch must be handled through NorTech’s official channels. This includes the Support Team hotline. Direct communication with technicians outside of these systems (e.g., via personal text or third-party messengers) is not permitted and may disrupt service continuity or delay resolution.
Clients will receive real-time updates on scheduling, changes, or delays: NorTech is committed to proactive and transparent communication. Clients will be notified of technician ETAs, reschedules due to weather or availability, or any project-related changes through their preferred communication channel selected at time of booking. Our goal is to eliminate surprises and keep clients informed every step of the way.
Technicians may not receive or send direct payments, negotiate prices, or use personal contact info for service communications: To maintain trust, security, and consistent billing practices, all payments and pricing discussions must occur through NorTech’s approved systems. Technicians are expressly prohibited from collecting payment, quoting service prices, or offering off-platform arrangements. Any communication occurring outside NorTech’s approved tools cannot be monitored or supported, and clients should immediately report such incidents to NorTech Support.
7. Feedback & Support
7.1 Post-Service Feedback
After your appointment, you’ll receive a feedback link to rate your experience: NorTech values your input. Shortly after your service is completed, you’ll be invited to complete a quick feedback survey through our app, portal, or email. This gives you the opportunity to highlight what went well—or let us know where we can improve. We review every submission to ensure your experience was seamless, respectful, and completed to your satisfaction.
Feedback helps us recognize excellence and improve consistency across regions: Your insights allow us to reward exceptional technicians, resolve service gaps, and fine-tune training across our network. Feedback isn’t just appreciated—it plays a vital role in elevating our standards and helping every technician, in every region, deliver NorTech-grade results. Whether you’re thrilled or concerned, your voice helps shape the future of how we serve.
7.2 Addressing Concerns
If you’re not satisfied with the results, contact NorTech Support within the designated review window: We want every service to exceed expectations—but if something feels off, we want to know. Clients must report concerns through official NorTech channels (app, portal, or hotline) within the published review period that follows service completion. Timely reporting ensures issues are logged accurately and that our team can initiate a formal evaluation process.
NorTech will evaluate the situation and, if appropriate, arrange a corrective visit at no additional cost: Once a concern is submitted, NorTech’s Quality Assurance team will review documentation, technician notes, and client feedback to determine the best path forward. If the issue is linked to performance, workmanship, or missed deliverables under the approved scope, we will schedule a complimentary rework appointment—fast. Our goal is to resolve the issue quickly and restore full client confidence.
7.3 Rework Process
Rework requests are reviewed by NorTech Quality Assurance before dispatch: If a client reports a service concern, our Quality Assurance team carefully reviews technician notes, photos, and any submitted feedback to determine whether a return visit is appropriate. This step ensures that every rework is justified, mission-focused, and aligned with our service standards—not just procedural, but purposeful.
If service fell short of NorTech’s standards, rework is performed at no charge: When issues are confirmed to be the result of workmanship, incomplete tasks within scope, or quality deviations, NorTech will promptly schedule a corrective visit—free of charge. Clients can expect this visit to be treated with urgency and professionalism, just like any first-time appointment.
Clients must not request additional service directly from the technician: To protect consistency, accuracy, and your rights as a client, all follow-up services must be arranged through NorTech Support—not directly with the technician. Technicians are not authorized to schedule unofficial return visits, expand scope in the field, or accept client compensation. This helps ensure that every service is documented, approved, and backed by NorTech’s full guarantee.
