Tech Support and Data Centers
We currently have two Tech Support Teams. Our Data Centers are supported appropriately by specific Tech Support teams that are assigned in their specialized server environment. We have carefully chosen our support staff to assure our users that our team is competent, staffed by skilled IT professionals and available to cover our clients' working business hours.
We use one toll-free number controlled by an advanced VOIP PBX call management system. Each team has its own extension to provide your calls direct access to the appropriate support staff. Our Tech Support Teams use robust and highly reliable help desk systems that allow up to Level 2 remote monitoring and support, and ticket number assignment. Your call will be picked up by the available support staff and our system will either perform a hunt group call process or a round-robin process. Either way, your call will be forwarded to the person on-call to assure you that someone will be able to assist you.
Tech Support I reports out of Atlanta, GA and is assigned to handle web sites and web server issues. This office supports the Dulles, VA Data Center.
Tech Support II reports to San Jose, CA and assigned to handle desktop and network issues, specifically the SOHOsmart platform service. This team supports the Marlboro, MA Data Center.
To leverage our Tech Support centers, we can also offer White-label Level 1 and Level 2 support from help desk 24x7 support and remote monitoring services, including nationwide support for other MSPs, VARs, ISVs and Technology Providers. We can also extend our Data Center network by offering virtual or managed private servers in San Jose, CA or London, UK.
To download our QuickSupport Tool, choose the correct link for your operating system: Windows | Mac
