clients, whether prospective (pre-sales) or current (support
contracts, monthly or per incident) comes in 2 different forms:
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.
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 most cases
support can be provided via “remote access”. Typically
these are issues with client-based virtual machine or collaboration
tools; servers running VMware's
instance, may 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.