Do you offer phone support?
Our helpdesk team primarily uses our ticket system to handle support requests. Even when you call we create a ticket for you. This approach allows us to maintain a thorough record of our interactions, which helps ensure that we can address and resolve each issue effectively.
We do recognize that some situations may benefit from more immediate or detailed communication. In such cases, we are happy to arrange phone support for troubleshooting when it is deemed necessary for effective resolution. When this is required, we will set up the appointment via our ticket system so the technician is able to review and research the issue before reaching out.
Please note, however, that our aim is to provide efficient and effective support for all our clients. We kindly ask that you use email to submit your requests initially, as this helps us manage and track support requests more systematically. Phone support is reserved for scenarios where it is clear that it would facilitate a more efficient resolutio
Related Articles
Support Hours
We maintain Central Time Zone business hours. 8am - 5pm. After hours support is done by appointment and may be billable. For Server related emergencies, our support is 24x7. During business hours: The best way to reach us is to go ...
How to submit a support request
We use a support portal to track support issues and help you more efficiently. It allows you to receive a tracking number for each separate issue. It also allows us to do research before taking up your time. Here's three ways to get help: ...
How to submit a support request
We use a support portal to track support issues and help you more efficiently. It allows you to receive a tracking number for each separate issue. It also allows us to do research before taking up your time. Here's three ways to get help: ...
Info to put in Support Ticket for a Speedy Resolution
IMPORTANT: Because we are able to do most troubleshooting remotely, and we spend much of the day on the phone, we utilize a support portal for tracking our support requests. INFORMATION YOU WILL NEED WHEN YOU SUBMIT A SUPPORT TICKET First, gather ...
Using Tandem's Support Portal
We use a support portal to track support issues and help you more efficiently. It allows you to receive a tracking number for each separate issue. It also allows us to do research before taking up your time. Here's three ways to get help: ...