All support requests are handled through this form. After-hours calls or texts to staff numbers will not be monitored — submitting here ensures your request is properly logged and nothing gets missed.
You'll receive a confirmation with your ticket number. We respond Monday through Friday during regular business hours. The support inbox is checked periodically outside those hours — after-hours submissions are reviewed and prioritised for the following morning, or sooner if resources allow.
By submitting a service request, you acknowledge and agree to the following terms. Please review them carefully — they govern how we scope, schedule, and invoice service work.
All service requests are acknowledged within one business day. Priority requests are escalated but still subject to availability. Standard service is scheduled within 5–10 business days depending on technician availability and parts lead time.
Initial remote diagnosis is included at no charge for systems installed by The 192 Group under warranty or part of a service plan. For all other systems, a minimum 1-hour diagnostic fee applies. Any additional scope beyond the original call-out is quoted separately before work begins.
Standard service is billed at $95/hr. The first hour is billed at $120, inclusive of a mobilization fee. Emergency after-hours calls (outside 8am–6pm Monday–Friday) are subject to a minimum 4-hour charge.
Replacement parts are sourced at cost plus a handling margin. We use manufacturer-approved components wherever possible. Lead times vary by supplier. We will notify you of any lead time exceeding 5 business days before ordering.
Systems installed by The 192 Group carry a one-year warranty on labour. Manufacturer warranties on equipment vary — we will confirm warranty status during diagnosis. Warranty coverage does not apply to damage caused by misuse, power surges, or unauthorized modifications.
Client is responsible for ensuring site access and necessary clearances are in place at the time of service. If a technician attends and is unable to access the required area, the minimum call-out charge will still apply.
Service invoices are due on completion of work. Overdue accounts may be subject to a 2% monthly interest charge. Prompt payment provisions under Ontario's Construction Act apply where applicable.
Service appointments cancelled with less than 24 hours' notice may be subject to a cancellation fee equivalent to one hour of labour. Emergency cancellations are handled on a case-by-case basis.