Our normal hours of operation are Monday through Friday, 9:00 A.M. to 5:30 P.M. during which time we try to respond to support requests made by phone, email or helpdesk. We often respond to helpdesk requests after-hours so if you have a non-emergency please contact us that way. Please use this After Hours Emergency Support page for true emergencies where a phone call or emergency on-site visit is needed.
After Hours Emergency Support Policy
Billing - All after hours emergency support is provided at a $150/hour for desktop and $180/hour for network support for customers that have ALL equipment on a Virtual IT service plan. Customers without Virtual IT service plans pay $200/hour for desktop and $240/hour for network support. Should a site visit be required and is requested those rates also cover any travel time to and from your location. Phone support is billed in 30 minute increments.
Availability - We cannot guarantee availability and this service is provided on a best-effort basis generally covering the hours before 9:00 A.M. and after 5:30 P.M. and up to 11:00 P.M. weekdays, and covering all day Saturday and Sunday and Holidays.
To request Emergency Support, please fill out the form at the right and if available we'll try to respond within 30 minutes.
Virtual IT Live Helpdesk
Customers with Servers and Desktops covered on a Virtual IT maintenance plan may be interested in adding our unlimited Phone Support Helpdesk option. For an additional monthly fee of just $35/desktop you can have unlimited business-hours and after-hours phone support from U.S. based Level 1 technicians. For more information, pllease inquire.