Our hours of operation are Monday-Friday, 8am-6pm Eastern Time excluding the following holidays:
New Years Day (Jan 01), Memorial Day, Independence Day (July 04), Labor Day, Thanksgiving Day & Christmas Day (Dec 25).
We provide priority support to all clients under contract which means when you experience a problem we will do everything possible to assist in the most reasonable timeframe. While we will do our best to exceed our response timelines, we offer the following as our best effort guarantee.
Emergency / After Hours (Outages affecting a large percentage of staff)
Call (703) 636-0516 and ask to speak with the Business Support Manager, your Point Of Contact. If after hours, press (9) to page an on-call technician
Confirmation Response: We will respond within 1 hour of receipt of the page
Remote Response: We will remote your systems to begin troubleshooting within 1 hour from our confirmation
On-Site Response: If applicable, we will be on-site within 4 hours from our confirmation
Critical Request (Single User Emergency, Multi-User Critical Problem)
Log-In to our TK Helpdesk Client Portal and enter a service ticket which you can manage / view status from start to finish.
then Call (703) 636-0516 and ask to speak with the Business Support Manager, your Point Of Contact.
Confirmation Response: We will make our best attempt to resolve the issue on the same business day however if the repair exceeds our business hours, we will provide you a status and give you priority scheduling on the next business day.
Standard, Scheduled Support (Typical Requests for Service)
Log-In to our TK Helpdesk Client Portal and enter a service ticket which you can manage / view status from start to finish.
Confirmation Response: We will respond within 8 business hours of receipt
Remote Response: If applicable, we will remote your systems within 8 business hours from our confirmation
On-Site Response: If applicable, we will be on-site within 16 business hours from our confirmation or as scheduled
Projects & Maintenance (Software Updates, New System Migrations, Annoyance Resolution, etc...)
Log-In to our TK Helpdesk Client Portal and enter a service ticket which you can manage / view status from start to finish.
Confirmation Response: We will respond within 8 business hours of receipt
Scheduled Response: We will schedule a remote session or on-site visit when applicable.