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
- Submitting a Support Request:Preferred Method: We strongly encourage all users to use the Client Portal for submitting support requests. This portal allows us to track and prioritize your issues efficiently, ensuring the quickest possible resolution.Alternative Methods:Retainer Clients: You may also click the orange 'K' icon located in the bottom right corner of your screen next to the time to submit a support request.
Hourly Clients: If you do not have access to the Client Portal, you can send an email to service@tekutah.com.
New Clients: If you are a new client and just need assistance, please reach out to us by phone at 801-477-5277.
- 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.
- 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.
- 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.
- 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
| Terms of Service | TEK Utah SLA |
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 email us at service@tekutah.com. Our dedicated team is ready to assist you, ensuring your business remains on track.