Client FAQs

We provide four methods for submitting a support case. Visit our Support Case Submission Methods page for full details and step-by-step instructions for each option.

Response times depend on your issue's priority and the SLA in your support agreement. In most cases, you can expect an initial response within 90 minutes during normal business hours (Monday–Friday, 9 AM – 5 PM). Our standard SLA for an initial response is 3 business hours unless your agreement specifies otherwise.

We ask that all requests be submitted through one of our four approved methods — preferably the website form. However, if you have a business-critical need requiring immediate attention, you may contact us by phone or text. If no technician is available, please leave a voicemail with details about your request.

To deliver the best support experience, we install a lightweight remote-support utility and a system monitoring agent. These allow us to remotely access your computer when requested and proactively watch for issues. Depending on your agreement, we may also install anti-virus and backup solutions.

You may see the following applications on your system:

• Archon Agent
• AutoElevate
• Huntress Agent
• NinjaRMMAgent
• ScreenConnect Client

No. We take your privacy seriously. We will never access your system without the knowledge and approval of the client. All remote connections are logged and screen-captured. These logs can be requested at any time by the account owner — simply email [email protected].

Unless specifically noted in your agreement, no recurring or managed support plan covers networks or computers that are not enrolled in our platform. We are happy to help with your home network and personal computers, but this work will be billed separately from any recurring support fees.

Unless listed in your agreement, managed support plans do not include mobile devices. While we understand you may use a personal phone for work, we cannot remotely support devices not enrolled in our management platform. For company-provided devices, support is only available if the device is specifically noted in your business agreement and enrolled in our platform.

If you're outside your primary work location and experience computer issues, we will do our absolute best to help. However, if our technician determines your computer is not the issue and it passes our software/hardware tests, the support we can provide will be limited.