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Note: We take Customer Support very seriously. Every Customer is as important to us. Every Ticket is treated as a Priority and is taken in the order it is received. Ticket Priority Assignment may be changed by us at any time, at our discretion.

Support Information: 

  • Be sure you choose the type of ticket you need help with so that you get the proper support quickly.
  • If you need urgent response time choose the proper Priority on the ticket (charges apply).
  • Because we receive high volume of requests daily, using our HelpDesk allows us to take every request in an organized fashion and respond to them in a timely and organized manner where Emails can tend to get lost in the shuffle.
  • See information on the right side of the page.

New Ticket

Support Information

Response times shown below indicate the average time it will take to respond to most tickets and address the issue. The technician who is assigned to the ticket will inform you if there are any charges to complete your request, as well as if the turnaround you requested is unrealistic based on what has been requested. Charges to complete your request are separate from any Support Fee listed below. Charges for requested Escalated, Emergency or Holiday & Weekend time will be added to your regular invoice as an additional fee.

Normal: No additional Support Fee. Response time within 1 Business Day. You will be billed only for the work requested, based on the time and cost of any licenses required. Completion time is approximately up to 7 working days depending on the request. Monday to Friday, 9:00 am to 5:00 pm CST. 

Escalated: Additional Support Fee of $35.00. Response time within 6 hours. The ticket will be moved to Escalated Status and you will be charged $35 in addition to the Support work requested & any licenses required. Completion time is approximately up to 4 working days depending on the request. Monday to Friday, 9:00 am to 5:00 pm CST.

Emergency: Additional Support Fee of $75.00. Response time within 3 hours. The ticket will be escalated to Emergency Status and you will be charged $75 in addition to the Support work requested & any licenses required. Completion time is approximately up to 2 working days depending on the request. Monday to Friday, 9:00 am to 5:00 pm CST. 

Holidays & Weekends: Additional Support Fee of $100.00. Response time within 6 hours. The ticket will be marked Weekend and/or Holiday Service and you will be charged $100 in addition to the Support work requested & any licenses required. Completion time is approximately up to 2 working days depending on the request. Holiday & Weekend Hours: 11:00 am to 4:00 pm CST.