Tech Support

As a Proactive Customer, you will have access to our 3 tiers of customer support which is like having your own IT department, without the cost. Our unique combination of preventive maintenance, a well-staffed helpdesk, expert onsite support as well as  engineer level support ensures that your business or medical practice will always get the timely response it needs.

With Autotask, tech support is literally at your fingertips

As a new customer you will be introduced to Autotask– a software program you can use to enter support tickets. We install the Autotask icon on your computer, allowing you to enter requests for support through your own client portal. It is simple to use, and puts a wealth of information at your fingertips, including ticket status, billing and service call history.  Of course, if you prefer to speak with a real human being  you can call our helpdesk support line, fully staffed by knowledgable technicians located right here in Richmond.

Our three distinct levels of customer support are as follows:

Call us for tech support and a real live human being answers. 804-419-6100

  • Tier One is remote support. We have trained technicians who are available 8:00am to 5:00pm, Monday-Friday using our help desk support line and WebEx sessions.  (We always have a technician on call after normal business hours)  Most problems can be solved remotely. Our support team is usually available by phone, but in the rare occurrence that you have to leave a message, we guarantee you a call back in 20 minutes or less. You can also enter a ticket electronically through the Autotask client portal with a guaranteed response in 20 minutes.
  • Tier Two is on site support. If a ticket is elevated to tier two, a trained technician will visit your site. We guarantee that you will receive on site tech support within 24 hours, or next business day. When possible, we always strive to be on site within the same day
  • Tier Three is engineer support.   If a ticket is elevated to tier three by a tier two technician, we will send one of our level three engineers to the site. If the issue is critical (server is down, phone system is down or more then 25% of the staff cannot log into the network) we guarantee to have someone on site within one hour.  Because we know that if your server is down, so are you.

All service calls start at tier one.  Our technicians are highly qualified and can quickly evaluate a ticket to determine if it needs to be elevated to tier two or tier three.