Support for clients, whether prospective (pre-sales) or current (support contracts, monthly or per incident) comes in 2 different forms:
Pre-sales questions, or issues covered under a current support contract, may be phoned in or sent via e-mail. In some cases, technicians will also be available via instant messaging. Turn around time for pre-sales questions is 24 hours; support questions are answered according to the client's current contract. We are also available to help prospective clients with emergency issues on a per incident basis. In each of these cases, please click here for our contact information.
On-site support is also available on a per half-day basis anywhere within a 4-6 hour drive of our headquarters in KY. For clients who need help in other locations, we will provide references and/or manage support through our network of VAR partners. Please contact us for current rates and details.
In some cases support can be provided via “remote desktop”. Typically these are issues with client-based virtualization or collaboration tools; servers running VMware's ESX ® products, for instance, would not work well with this choice.
As this site is upgraded, our clients will be able to log in securely and create, update, view and print trouble tickets for active issues, as well as download bills, retrieve copies of contracts and reach more advanced forms of technical support.