Support

Contact Our SErvice Desk

Service Priorities and Support Contacts

Critical or High Priority

Issues where an entire location is affected, such as an Internet outage or a server is offline, OR a business critical application is not working (e.g. payroll or billing) OR you require after-hours support.1

TX call (737) 365-2220 Option 2
LA and Others call (337) 313-2400 Option 2

Medium or Low (Default) Priority

Issues or requests affecting an individual user or a non-critical service not working.

Email SupportClient Portal
Service Desk Hours

Service Desk hours are Monday - Friday 7am - 5pm Central Time (Except for major US holidays).

After-hours support is available 24 x 7 x 365 via on call engineers with a 15-minute callback time after leaving a message.1

1 Additional billing rates apply for after-hours support.

Up-Time Monitoring

Stay informed about planned outages and reported issues with third-party vendors by subscribing to the Server At Work Status Page.

Status Page
4 min
Avg First Response Time
98%
First Response SLA Met
18 min
Avg Resolution Time
99%
Client Satisfaction Rating

Support Operations

How Service Requests are Routed

All reported issues are important to us and we work tirelessly to address requests as quickly as possible.

Our First Response SLA is the time required to review your ticket submission regardless of whether you reported the issue by email, ticket portal, or phone call. Triage engineers assess the request then sets the priority based upon the business impact and downtime. The triage engineer routes the ticket to the proper support team member to resolve your issue.

While the default ticket priority is "Low", that does not mean it will not be acted upon with urgency to resolve the reported issue as quickly as possible. We recognize that any service disruption may have a great impact upon your workday, and our goal is to get you back into the action as quickly as possible.