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Technical Support

Channels & Fees

Support can be initiated via the form below, phone, email, chat and SMS. There is no fee for current contract customers or depot level hardware warranty support during normal business hours. Please note that possible service charges may be applied for after hours requests, on-site assistance, and anything that falls outside of your support contract.

Ticket Severity Levels

In order to best serve you, we assign a level of severity to each request. “High Severity” is reserved for issues needing immediate, mission-critical resolution, “Medium Severity” issues will be attended to within 1 business day, and “Low Severity” cases will be addressed within 2.

Severity Level: Example Cases
High Severity

• Server is down
• Company-wide outage
• Mission-critical failure
• Catastrophes & disasters

Medium Severity

• Lost file restoration
• Whole share was deleted
• Backup issues
• Add a server to my backup appliance
• Hardware failure on workstation
• A hard drive in my RAID has died, but the server is still functional

Low Severity

• General questions
• Non mission-critical issues
• Inquiry into status of backups

Hours of Operation
  • Monday through Friday
  • 9am - 6pm EST
  • National holidays excluded
*Depending on the contract, required on-site assistance, and after hours requests, support may result in a service charge.
Speak with a Support Technician

If you would prefer to speak directly with one of our trained IT professionals, please call 855.856.7359 during our normal business hours and select option "2" when prompted.

A Note About Warranty Support:

Our “4x10x5 Same Business Day Warranty” on-site support is for servers & systems located in South Hampton Roads and is responded to during normal business hours. Support requests received after 2pm EST may result in an appointment beyond standard operations. After hours support is available as a per hour service charge or will be completed the next business day rather than the same business day. Includes same-day replacement parts if available at depot or next business day via air shipment. Advanced replacement and all shipping and miscellaneous costs for advanced warranty replacement within scope is covered during your warranty period.

To help answer your questions and address common support issues, our team of experts have compiled a library of walk-throughs, downloads, and FAQs.

Visit Knowledge Base

// request IT assistance

Open a Support Ticket:

Software Support

We do not offer direct end user software support. We will refer you back to your IT provider for all software issues.

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Upgrade Your Support Plan

Basic Service

$ XX

Monthly Package
  • Licensing
  • Unlimited Tier 1 Support
  • Cloud Storage
  • Setup
  • Hardware
  • Tier 2 Restoration Support
  • Supplemental Monitoring
Contact Sales

Full Service

$ XX

Monthly Package
  • Licensing
  • Unlimited Tier 1 Support
  • Cloud Storage
  • Setup
  • Hardware
  • Tier 2 Restoration Support
  • Supplemental Monitoring
Contact Sales

Premium Service

$ XX

Monthly Package
  • Licensing
  • Unlimited Tier 1 Support
  • Cloud Storage
  • Setup
  • Hardware
  • Tier 2 Restoration Support
  • Supplemental Monitoring
Contact Sales