Support Center
Start here when something is broken
How to reach us, how a remote session works, how we decide what is urgent, and the things that make a fix go faster. If you are mid emergency, stop reading and call.
Where to go
Four things people need from this page
Start a Remote Session
Let an engineer see your screen, with your permission, for about two minutes of setup.
Open →Support FAQ
Straight answers on service, response times, billing, security and what happens if you leave.
Read →Payments & Billing
How invoices work, when they arrive, and the five ways to settle one.
View →Book an Assessment
Not broken, just want to know where you stand. Written findings, free, yours to keep.
Book →How support works
From your message to a working machine
You reach your pod
Phone, email or the portal. Managed clients reach a named lead engineer and a named backup who already know your network, so nothing is explained twice.
We triage honestly
Business down goes first, then work stopped for one person, then everything else. We tell you which bucket you are in rather than saying everything is a priority.
Remote first, onsite when it matters
Most issues are faster to fix remotely than to drive to. When it needs hands, we dispatch from Gilbert.
It gets written down
What broke, what fixed it, and whether it will happen again. That record is what stops the same problem recurring every quarter.
Make the fix faster
Five things worth telling us up front
- Who is affected. One person or everyone changes the priority immediately.
- When it started, and whether anything changed just before. A new update, a power cut, a new device.
- The exact wording of any error. A photo of the screen beats a paraphrase every time.
- What you already tried. Saves us repeating it while you wait.
- How to reach you if you step away from the machine.
Straight answers
Common support questions
Who actually answers when I call?
One of our engineers in Gilbert. Not a call centre, not an answering service, not a queue that takes a message. If everyone is on a call you will get a callback rather than a voicemail black hole.
What counts as an emergency?
Anything that stops the business working: a server down, no internet, no phones, no access to your line of business system, or a suspected security incident. Those jump the queue immediately. A single user with a printer problem is important but it is not an emergency, and we are honest with you about which one you have.
Do I need to be a client to get help?
No. Managed clients get the 15 minutes response and after hours coverage. Anyone else can book time at $250 per hour, with a two hour minimum per call and a $125 travel charge if we come to you. We will still tell you honestly if the problem is small enough that you do not need us at all.
Can you help outside business hours?
Managed clients get after hours emergency response as part of their agreement. For everyone else, after hours work is scheduled and quoted in advance where we can.
Not a client yet?
Start with the free assessment. Written findings on your network, endpoints, backups and security posture, ranked by risk, and yours to keep whether you hire us or not.
