Who can open a support request?
Anyone can call or submit an email request to obtain support, however only authorized customer contacts can approve the delivery of service. This is to prevent any deniable claims and reduce the occurrence of unwarranted requests being made that would result in charges being applied to your account.

What happens to requests submitted by unauthorized contacts?
Our systems are programmed to recognize only authorized customer contacts. Support requests received from unauthorized customer contacts are forwarded to a general support queue and are not processed in the same manner as those from authorized customer contacts. Contract owners should submit a list of approved contacts, including their names, email address, business phone number with direct extension, and mobile number.

Responsibilities of the primary contact.
We ask that all customers elect one person to serve as the primary contact, within each business or business unit. Each primary contact is responsible for communicating our policies within the customer organization and for the initial fielding of support requests and inquiries. Agreement holders should effectively communicate the details of their included coverage to the elected primary contacts so they can effectively mitigate unnecessary expense, arising from requests being submitted for out-of-band services.

Requesting priority response service for emergencies.
All requests for priority response should be phoned in to the support line. If you are required to leave a voicemail message, do not worry, our messaging system will deliver your message to one of us via email as soon as it has been recorded. Please note:  Only customers with active Technical Support Service Agreements are guaranteed priority response.

Note To New Customers:
For those wishing to do business with us for the first time, we ask that you do not contact support until your account has been created and activated. Please contact us using the Billing and Mailing information provided above.

Professional Courtesy:
When requesting support, please be aware that we may be involved with another technical support request at that time and may not be available for immediate contact. We ask that you please remain patient and consider that the issue we are dealing with may be a high impact situation for someone just like you. We are very diligent in responding to new service requests and we understand how your issue could be affecting you and your business in much the same way. We try to respond to all service requests within 24 hours but most are handled within the same business day, if submitted before 2:00 pm.