Support

Support Instructions

Welcome to TEK Utah Remote Support
At TEK Utah, we prioritize prompt and efficient technical support for your business. Our remote support services are designed to address your IT issues quickly and effectively, minimizing disruptions to your workflow. Whether you're experiencing software glitches, network connectivity issues, or need assistance with system configurations, our expert level 3 technicians are here to help.

How to Attain Support

  1. Submitting a Support Request:
    - Email: Send an email to service@tekutah.com.
    - Retainer Clients: Click the orange 'K' icon located in the bottom right corner of your screen next to the time to submit a support request.
    - Emergency: If your issue is urgent, please reach out to our phone number at 801-503-9044.
    All issues must be submitted through our support system. In accordance with our SLA, someone will be in contact with you promptly.
  2. Issue Assessment:
    Once we receive your support request, our skilled technicians will contact you to triage and assess the issue. We will gather relevant details and determine the best route of support to resolve your problem efficiently.
  3. Remote Troubleshooting:
    All issues will be handled remotely unless it is determined that an on-site visit is necessary. Our technicians will establish a secure remote connection to your system, enabling real-time troubleshooting and diagnosis.
  4. Swift Issue Resolution:

We strive to resolve your issue as swiftly as possible, whether it's remote, over the phone, or on-site. Our goal is to minimize downtime and ensure your business operations continue smoothly.

Service Level Agreement (SLA) Overview

Our SLA outlines the levels of service and response times you can expect based on your contract level: Silver, Gold, or Platinum.
Contract Levels and Response Times
Platinum Level Clients

Low Priority: Response Time: 4 hours | Resolution Time: 48 hours
Medium Priority: Response Time: 2 hours | Resolution Time: 24 hours
High Priority: Response Time: 1 hour | Resolution Time: Same day
Gold Level Clients

Low Priority: Response Time: 6 hours | Resolution Time: 72 hours
Medium Priority: Response Time: 4 hours | Resolution Time: 36 hours
High Priority: Response Time: 2 hours | Resolution Time: 24 hours
Silver Level Clients

Low Priority: Response Time: 8 hours | Resolution Time: 96 hours
Medium Priority: Response Time: 6 hours | Resolution Time: 48 hours
High Priority: Response Time: 4 hours | Resolution Time: 36 hours
Hourly Services

Low Priority: Response Time: 12 hours | Resolution Time: 5 business days
Medium Priority: Response Time: 8 hours | Resolution Time: 3 business days
High Priority: Response Time: 6 hours | Resolution Time: 2 business days

Billing Information

Our remote support services are billed at a competitive rate of $125 per hour. After the first 5 to 10 minutes, we charge in 15-minute increments. If it is determined within the first 15 minutes that the issue cannot be resolved over the phone or remotely, and we schedule an on-site visit or system pickup, there will be no charge for the call.

Contact Us

For reliable remote support to address your IT challenges, contact us at 801-503-9044 or emails us at service@tekutah.com . Our dedicated team is ready to assist you, ensuring your business remains on track.