CURRENT CLIENT SUPPORT
We’re here. How can we help today?
Three channels, one queue, same response time.
Email, the form below, or the phone. All three land in the same place and get worked at the same speed. Pick whichever fits what you are trying to communicate.
- One business hour standard response
- Charlotte-based technicians, real names
- Real humans, no phone tree
Three channels.
All three land in the same queue. Same technicians, same response time. The difference is what you would rather use to describe what is going on.
The most flexible option. Forward an existing email thread, paste error messages, attach screenshots, whatever helps describe what is going on.
Submit a ticket
When you would rather walk us through with structure. Dropdowns, attachments, and screenshots organized into fields so the technician picks it up with context already in place.
Call
When you would rather talk it through with a technician live. We pick up during business hours. After-hours coverage applies to clients on the 24/7 service tier.
All three channels feed the same ticket queue. Technicians respond in order regardless of how the request came in.
Quick Connect for live remote sessions.
When a technician is already on the phone with you and needs to see your screen, they will give you a six-character Quick Connect ID. Enter it below to start the remote session. You stay in control the entire time.
What to expect.
Response times are the same regardless of which channel you use. Hours are the staffed window for the queue.
Within one business hour for any new ticket. Critical issues flagged in any channel get bumped to the front of the queue.
Monday through Friday, 8 a.m. to 5 p.m. ET. The queue is actively staffed during these hours.
Coverage is available for clients on the 24/7 service tier. Standard-hours engagements pick up at the next business day.
What helps us help you.
The more specific the description, the faster a technician can resolve it without needing to come back to you with questions.
A short description of the symptom. “Outlook will not open” is more useful than “email is broken.”
Was it working yesterday? Did anything change recently (new software, password reset, new device)?
Just you, your whole department, or everyone? Helps us narrow down whether it is a workstation issue or a system-wide one.
A screenshot or the exact wording of any error you saw on screen makes diagnosis much faster.
Restarted? Tried a different browser? Tested on another computer? Saves us from suggesting steps you already ran.
“Cannot work at all” is different from “minor annoyance.” Tell us so we prioritize correctly.
Submit your ticket.
Fill out the form below. A technician will respond within one business hour during business hours. For anything urgent, call (704) 333-0404 instead.