Critical
Business-wide outage, safety impact, or suspected security incident. Immediate escalation to a senior engineer, 24/7, with containment starting before diagnosis completes.
Support Reach A Real Engineer, Fast
Phone or email. One queue, one set of response targets, and 24/7 escalation for anything urgent.
Give us a callGet Help
Three Ways To Reach Us
Call (336) 558-4660 during business hours and you will reach an engineer, not a switchboard. This is the fastest route for anything blocking work right now.
Email [email protected] for anything that is not time-critical. It lands in the same queue with the same response targets as a phone call.
For suspected security incidents, call. Do not email, and do not wait until morning. Anything affecting availability, safety, or security across multiple users bypasses the standard queue immediately.
Response Targets
What you should expect once a ticket is logged.
High
A team or a critical system is blocked. Response within fifteen minutes during business hours and active work until service is restored.
Standard
Single-user issues, requests, and changes. Response within fifteen minutes on average, with most common issues resolved on the first contact.
What To Include When You Report An Issue
A little context up front usually saves a round trip and gets the fix started sooner.
What you were doing when the problem happened, and what you expected instead.
The exact error message if there is one, including any reference number.
Whether anyone else is affected, or whether it is only your device.
Anything that changed recently: a new device, a new application, or a password reset.
Process
What Happens Next
1
Logged
Your ticket enters the queue with a reference number, whichever channel you used to raise it.
2
Owned
An engineer takes ownership and contacts you. If it needs escalation, the handover happens with full context attached.
3
Closed And Recorded
The fix is applied and documented, so a recurrence is faster to resolve or prevented entirely.
Answers to the questions we get asked most
FAQ
Call or email. Both land in the same queue with the same response targets.
Anything affecting availability, safety, or security across multiple users, or any suspected breach. Those bypass the standard queue immediately.
What you were doing, what happened, any error text, and whether anyone else is affected. It usually saves a round trip.