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Regular
technical support hours are Monday through Friday 8:30 a.m. to 4:30 p.m. Central
Standard Time.
After
Hours (or Non-Business Hours) technical support is available 7x24x364.
When you place a request for After Hours technical support, there may be
an incident charge and the support rate may be billed at a higher hourly rate.
A
technical support request must be initiated either via telephone, Email or Web
ticket and only using the specific phone number or specific email address listed below:
While
we highly encourage support requests to be made via email and Web, guaranteed
response time is ONLY for requests left via phone/voicemail.
When
requesting technical support after hours via phone/voicemail, you MUST indicate
whether or not your request requires an immediate response or if it can wait
until the next day. Any requests
that are made after hours without such indication are assumed to be urgent and
an incident charge may be incurred when we respond to your request, even if you
are unavailable by the time we call you back (response is usually within 1 hour,
but always within 5 hours).
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