CONTACTING US FOR SUPPORT IS EASY
- Email Support: firstname.lastname@example.org – email is the most efficient method and automatically opens a ticket for you. Be sure to include the details of your issue and any information you think we’ll need.
- Call (937) 535-4300 during business hours (Monday through Friday, 7:00 am to 5:30 pm). Calls go into our service center queue and the next available service technician will help you.
- Business Critical / After Hours Call (937) 535-4300 and leave a detailed voice mail. We’ll return your call asap.
Either method (email or phone) will open a Help Desk Service Ticket.
HELP DESK SERVICE REQUESTS and TICKETS
We work through a ticketing system that keeps communications lines open. You’ll be copied on the status of your ticket as it moves through to a final resolution. You’ll be able to respond to an email with a simple “Reply” and your email will automatically be appended to the open ticket in our system. Detailed information including URL’s or screen shots are greatly appreciated.
You’ll interact directly with our local help desk technical support team and they’ll work to resolve your issue as quickly as possible using remote control tools or dispatch someone to go onsite when required.
MANAGEMENT AND MONITORING SOFTWARE
ETS has installed our remote monitoring and management software on your device. This collects computer hardware and software information, monitors logs for critical items and allows our staff to provide remote support with your permission. This allows us to support your device no matter where you are connected—at the office or remote. Everything connects back to our management server with an encrypted tunnel over the Internet so your data is always secure.
QUESTIONS or COMMENTS?
Feel free to reach out to us anytime. We’re here to serve you.