Welcome to eMazzanti Technologies’ Technical Support. Please use this page to make support requests and get contact information. Below we have provided our support procedures as well as some helpful tips to ensure speedy resolution of your support request.
SUPPORT PROCEDURE
Online
TECHNICAL SUPPORT FORM – Non eCare
TECHNICAL SUPPORT FORM – eCare
201.360.4444
Fax
201.360.4500
BASIC TERMS OF SERVICE
All technical support incidents will be billed at your company’s hourly rate as outlined in the Network Service Agreement and detailed on your weekly invoice.
Our standard service hours are 9:00 a.m. to 6:00 p.m., Eastern Time, Monday through Friday. Requests submitted outside of these hours or on a designated holiday, a service representative will respond to your request on the next business day.
For complete Terms of Service, please refer to your Network Service Agreement.
TECH SUPPORT TIPS
1. Be complete in your description of the problem.
The most common support message we receive says “the network is down”. While that may be the case, it does not provide enough information for our engineers to begin to address the problem. You should always include the following information when making a technical support request:
- Have any changes been made to the system or software installed?
- Are you working at the office or remotely?
- If there is an error message, what does it say?
- Is this issue ongoing or is this the first time?
- What tasks were you doing when the problem occurred?
- What time did you first notice this problem?
2. Document the problem
Be sure to include screenshots of error messages in your technical support request. To generate a screenshot press Ctrl + Print Screen when an error message appears. Open Microsoft Word or a photo editing program and press Ctrl + V to paste the image of this error into a file. Save the file and then attach it to your online support request or email message.
3. Contact our network solutions team using the steps detailed above.
eMazzanti Technologies is constantly taking steps to improve our ability to service our clients. You may have noticed some of these changes including a dedicated tech support email address and the dedicated support phone line as well as our new online support form feature. All of these technical support methods are configured in such a way that when a request is made, the request immediately goes out to our entire network solutions staff. This ensures that all support cases are handled on a first-come first serve basis. If any one engineer is unavailable, the rest of the team can address your support issue.
4. Make sure that the company designates one or more individuals who are available during normal business hours who have the authority to speak with your various service providers.
In most cases, the business network relies on several service providers. These service providers are usually only authorized to speak with one individual at your company. To ensure that we can address your support issue efficiently, please make sure that the designee on these service provider accounts is available to authorize any calls to that vendor. We also recommend that your company authorize eMazzanti Technologies speak with your service providers directly.
5. Voice all technical problems, no matter how small they may appear.
Many problems that can affect a network are degenerative. If issues go unaddressed, they may lead to larger and more costly network downtime. So don’t be shy, by heading off the problem early you eliminate downtime in the future.
