Client support
Something broken? Get a human, fast.
This page has one job: get an existing client talking to an engineer as quickly as possible. Pick the route below that matches how urgent it is.
Three ways in. One rule: a real engineer answers.
Nothing on this page routes you to an outsourced tier-one queue.
Have this ready when you call
Thirty seconds of prep here saves several minutes on the call.
Your company name
So we can pull up your environment before you finish explaining the problem.
Which system is affected
Email, a specific application, the network, a single machine. Whatever it is, name it.
When it started
The exact time if you have it. It helps us line the fault up against any recent change.
How many people are blocked
One person locked out is a different call to the whole office being down.
Any error message on screen
A photo of it on your phone is fine. The exact wording matters more than a summary.
What happens after you call
The same sequence every time, whichever route brought you in.
An engineer picks up
A live person, not a queue and not a bot reading your ticket number back to you.
Severity gets triaged
How many people are blocked and what it is costing you decide what happens next.
The fix gets worked
By the engineer who answered, or a specialist they bring in without you repeating yourself.
You get a written summary
What broke, what fixed it, and what stops it happening again, in writing.
Questions about getting support
If yours is not here, ask it in the form below. You will get an answer, not a brochure.
What counts as an outage?
Anything that stops people working: email down, the network or wifi out, a server unreachable, or a critical application throwing errors for everyone. If people are blocked, use the outage line.
I am not an existing client yet. Can I still call the support line?
The support line is for existing clients under an agreement. If you are not yet a client, use the form at the bottom of this page or call our main line, and we will get you to the right person.
Do you answer outside business hours?
The outage line is answered 24/7 by a live engineer. Our 15-minute initial response target for critical incidents applies during business hours, Monday to Friday, 8am to 6pm ET. Outside those hours you still reach a person, and they will start work on a critical incident straight away. Tickets and general questions are handled during business hours.
What if my ticket turns out to be more urgent than I thought?
Tell the engineer working it. Severity gets reassessed at any point in a ticket, not just when it is opened.
Not urgent? Tell us what you need.
For anything short of an active outage, this reaches the same engineers, on their schedule instead of yours.
- Existing clients
- (888) 816-8119
- Office
- 1 Research Court, Suite 450, Rockville, MD 20850
Something down right now? Call (888) 816-8119 instead. A live engineer answers, day or night.