Three Ways to Request Support 

Priority I Support — Phone: (704) 831-2500 

When the Customer Assistance Center is phoned, you will experience the following: 

• CAC Engineers will open a trouble ticket, give you a ticket number, and take down all pertinent information
• CAC engineers will either work the trouble remotely or assign to a field engineer for on-site attention
• In the case of a specialized issue, the CAC will assign the proper engineer for the issue and, upon confirmed resolution, will close out the ticket

Non-Emergency Support — Email: support@expertip.net 

When the CAC is emailed, you will experience the following: 

• Our ticket system will automatically create a ticket with the subject line of your email as the ticket description. The email body will contain the notes of the new ticket, so please add as much detail as possible, including a good telephone number for you
• The CAC will dispatch or work the ticket as deemed by you, including making first contact and assigning the appropriate engineering resource. Tickets created via this method can take up to 4 hours or longer for an engineer to review
• Once the ticket has a confirmed resolution, the ticket will be closed

Non-Emergency Support – Support Ticket Portal

When the CAC’s Support Portal is used to create a ticket: 

• Any user may submit a new Support Ticket. One must have prior access granted in order to use the Customer Portal
• The Customer Portal can be used to check on past tickets, open new tickets, and update information on current tickets
• Tickets created via the portal will be handled in the same manner as email tickets noted above

 Remote Support Connections

AT-NET is committed to providing the fastest resolution support services to our customers. We can generally connect to your system in less than 60 seconds. Allow our engineers to direct you to one of our below remote support tools and watch our them resolve your issues. Upon connection to the remote services, you’ll be prompted to download a temporary application, which will allow our engineers to access your system remotely. This process is fully controlled by you and you can end the session at any time. 

visit   Bomgar   or   Screen Connect

Contacts

Our goal is to deliver quality IT solutions and provide the best possible customer experience. To that end, we encourage our clients to provide feedback about our performance. If an issue or circumstance arises at any time during a project or service engagement, please do the following: 

• Discuss those concerns with the engineer(s) that is/are assigned to your project or service issue. Our engineers are empowered to make suggestions, investigate, and address any project or service related issues

If the issue is not resolved, then: 

• Contact the Project Management Office (PMO). The PMO and assigned project manager are empowered to make project and service-related decisions

If the issue is still not addressed to your satisfaction, then: 

• Contact the Director of Client Service Delivery for engineering issues or the Director of Sales for sales-related issues

Always leave voicemails and emails with your full contact information even if you think we already have your information. We will work to address any issues and concerns that you have. Please refer to the table below for the proper AT-NET resource contact information.