Support Options

We provide several alternatives to make it easy for you to contact us.

Users can expect quick response during business hours, depending on your company's service agreement and seriousness of problem.

We encourage users to contact the Helpdesk via our automated ticketing system. This provides an audit trail to help us measure response time and to allow us to escalate or route the ticket to the best and next available resource.

Users create support tickets four easy ways: phone, email, an online web portal, or by clicking on "Tech Support" on your Self Help icon.

In some cases, you may need to talk with your company's contact person or internal help desk before calling us.

Please do not tell our techs about an issue when they are on-site. They are there to perform a certain task and often are scheduled to visit another client afterwards. If you need help, please submit a support request so we may schedule enough time for your problem.

Contact Support

Phone
Call our Help Desk. Ask whether you have a phone number dedicated to your company.
Help Icon
Some customers have a help icon. Click on it, and submit your support request.
Email
Send our Help Desk an email detailing your problem. You may have a dedicated email address for your company.
Web Portal
Logon to our Help Desk web portal to submit and track support tickets.

After Hours and Emergency Support

All mission critical services, servers and firewalls are monitored 24x7. Should a failure that can not be addressed remotely occur during the night, our support team is notified first thing in the morning. Should a failure occur on the weekend, your individual agreement provisions will be reviewed regarding support.

After Hours user support is available for clients who have that provision in their Managed IT Agreement. If there is no provision, then After Hours and/or Emergency support rates apply.