503.467.7SDN - 2505 SE 11th Ave. Suite 310, Portland, OR 97202
Toll free: 1.888.959.5551 - Fax: 1.866.492.8182
Support
Welcome to our support resources website! Below you will find links and information regarding the various tools available to support you.
Q. How do I submit a support ticket?A. If you have been given an Autotask client login, simply proceed to our secure ticket portal.
If you do not have an Autotask client login, you may submit your support request via email or phone (503-467-7736). You may also request an account to access our ticket portal if your organization allows it. |
Remote support tools
We use two remote support tools. If a remote support session is to be used, your support engineer will either direct you to the GoToAssist webportal, or will take control of your computer using Kaseya.
www.fastsupport.com (Citrix GoToAssist)
Do you have an emergency?
If you are a contract client experiencing an emergency during regular business hours (Mon-Fri 8AM -5PM PST), please call or helpdesk at 503.467.7736 ext. 100.
If it is after-hours and your issue consitutes an emergency that cannot wait until the next business day, you may call our toll-free number and request emergency support.
Please note: Emergency support is provided on a best-effort basis, and is subject emergency/after-hours rates specified in billing terms and conditions of your specific contract. The number for emergecy support is 1.888.959.5551 ext. 2.
Even if your call is not immediately answered by one of our on-call engineers, please leave a message with a detailed description of the issue and your contact information. Your voicemail will be marked as urgent and forwarded via email to our support mailbox which is checked frequently.