Frequently Asked Questions
Here are some of the commonly asked questions that we receive.
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.
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.
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.
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. By leaving your device on and connected, you will ensure your device receives all critical updates.