As part of an ongoing effort to streamline our operations and focus on long-term systems management, we are making some changes to our case-based support policies. These items have actually been in effect for some time just never fully enforced. Please review the changes below to see how they may impact your services. The short version of this is use our help desk:
https://www.rackaid.com/helpdesk/.
You will get the best response by using that system.
These changes were put in place earlier this year but now we are strictly enforcing their terms:
Standard Support
All case based work starts as standard support. Once we have your order, you can escalate it to one of the other categories. Please be aware of the pricing differences and policies.
Phone/Chat Support: We do not provide phone support for standard case-based work. Should we need to clarify something by phone, we will schedule a time. If you wish to call in to speak with a technician, you will have to escalate your ticket to the appropriate category.
Call-Backs: If you request a call-back, please note that we will likely respond via email through our help desk.
Hours: We handle standard case-based support M-F 9AM-5PM EDT/EST. Our staff may decide to work outside of these hours but they do so at their own discretion.
Response Time: We try to handle all issues in one business day or less. But based on staff availability, there may be delays. You can expedite the request by raising it to a priority or emergency status.
Billing: In about a week's time we will be moving to a new billing system. You will be required to submit a card for us to keep on file. We will bill that card automatically when your work is completed.
