Frequently Asked Questions
Here are some of the commonly asked questions that we receive.
Q: I just submitted a ticket, how long will it take for my issue to be resolved?
A: We address support tickets in the order they are received to ensure fairness and consistency. While resolution times can vary depending on the number of tickets in the queue as well as any events happening within our division, please know that we work diligently to resolve each request as quickly as possible.
Q: I have an emergency issue that is directly impacting my ability to work. What is the best way for my issue to be handled quickly?
A: If you’re experiencing an urgent issue, please call our Helpdesk immediately at 469-862-7990 and let us know the details of the problem. If the issue is unique to your setup, we’ll escalate it to the appropriate team to act quickly; if it’s a widespread issue, we’ll keep you informed and provide updates as we work toward resolution.
Q: I have a device that was issued to me or another user I work with that is no longer in use, what should I do with it?
A: Please speak with your manager or supervisor, and if the consensus is that the device is no longer needed, please open a ticket or give us a call at 979-862-7990 and explain the situation. We will work with you to decide the next best course of action.
Q: What is the best way for my device to stay updated?
A: The best way to ensure that your company-issued device(s) are current with the latest updates, please keep your device on and plugged in to the network during the weekend as this is when updates are generally scheduled to run. Be sure to log off your account first by clicking on ‘Start’, find and click on your name in the bottom left corner, and then click ‘Sign Out’ in the top right corner of the popup menu. (Windows 11). By leaving your device on and connected, you will ensure your device receives all critical updates.