Calling Technical Support
There are techniques you can use to ensure that your experience with tech support will be as brief and successful as possible.
Before calling technical support, be sure to make a note of the following important information that our support reps will need in order to help you.
Your Login Name
This is also known as your username, and is the beginning of your e-mail address. For example, if your e-mail is firstname.lastname@example.org, your login name would be johnd.
When calling tech support, you should know the following information. If you don't know it by heart, then it is a good idea to write it down and keep it near your computer for reference. You never know when a support rep will need to ask about one or more of the following:
What's the Problem?
Include the exact wording of any error messages. We can't physically examine your computer, so error messages and the circumstances surrounding the problem are the only "symptoms" our reps have to go on.
Having the information listed above ready will make it easier for our reps to solve your problems and assist you more quickly. That means less time for you on the phone, and less time you and others will have to wait to get a live person when you call.
Write Down this Number
Our toll-free technical support phone number is: 1.877.NETDOOR
When you call tech support, you will either reach a live person immediately or be put on hold while you wait for a live person. However, if it's extremely busy your call will be routed to voicemail. If you need to leave voicemail, be sure to provide us with all the information you would have in a regular call.
Here are a few more tips that will help us respond to your message quickly and effectively:
Generally, if a voicemail provides enough explanation and detail, it's likely that our reps will have a solution for you by the time they call you back.
Contact Us by E-mail
You may want to send us e-mail rather than calling. We check our e-mail regularly ( every 5 min ) and respond as promptly as possible. Our e-mail address for tech support is: email@example.com
We Have Our Limits
Unfortunately, our technical support staff doesn't know everything. Hardware problems, outside software, and HTML advice are examples of areas that we don't have the resources to support. If you are unsure whether your question is appropriate for technical support, feel free to call and ask us. If we can't help, we will try to refer you to someone who can.