Support Request Procedure
Jul 27
|05:01 AM
Last Updated on Sunday, 13 September 2009 20:36
1 Compose an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it
2 In the “Subject” line, type in a descriptive phrase summarizing the issue or request.
3 In the message body, type in the details of your request. Please be sure to include the relevant system/software/hardware information (i.e. model number, version, etc.).
4 Please remove any signatures or graphics from the message, then send the email. You will receive an automated reply confirming your request that includes your assigned ticket number.
5 Once the email is received by us, it will be assigned to a member of our Level I Support Team. If the issue is beyond their capabilities, they will escalate the ticket to our Level II support team.
Here is a flowchart of how your support request will be resolved.
All communications will be done through the ticket. When you receive an email response to the ticket that requires your reply, simple click “Reply” and type in your message. Please DO NOT append or modify anything in the “To” or "Subject" fields as this may cause the ticket to bypass our support system and eliminate our ability to efficiently resolve your issue.
Remote Support Procedure
- Step 1: Simply type your question or the nature of your problem in the box below. Then click the button to proceed.
- Step 2: You are prompted to download a small virus-free plug-in which will connect you to a member of our support team.
- Step 3: Your support representative will chat with you online to obtain the details of the problem.
- Step 4: With your permission, your support representative can view your screen and share control of your mouse and keyboard.
- Step 5: You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.
Sign Up Today!