At Bastionpoint, we understand that technology may be only part of your business, and when you have technology-based problems, you want to get them resolved quickly so that you can get back to the tasks specific to running your business. This is exactly what we want as well.
The Way To Get The Best IT Support
The BEST way to get immediate support from a technician is to call our Support line at (804) 612-9876 and select option 1 following the prompt from the automated message. A technician that can help immediately will answer and begin working on your problem during that call.
Keep in mind that the technician needs you there unless they specify otherwise. Often a technician will ask you to go through the steps that you took that produced a particular error in the first place, or they may need you there to plug something in or unplug something if it’s a hardware-related problem. You being there will likely reduce the amount of time the technician needs to identify the cause of the problem, which will help speed the resolution time as well.
Utilizing The Ticket System
Submitting a ticket via email is the next best way to get your issue addressed as soon as possible. To submit a ticket via email, just open a new email, and in the To: field, simply type email@example.com and in the subject line, put a general description of what the problem is; e.g. Can’t log in; ______ software won’t work; Can’t access the internet, etc. If the problem is with software and you’re getting an error message, take a screenshot of that error message either by using the PrtScn button or by using the Snipping Tool that is built into most Windows 10 computers. When you use either of those options, use the Control CTRL and the V key to paste that screen capture right into the body of the email. Also in the body of the email should be a brief description of the problem. The more information you can give the support team when they initially address your problem, the quicker the problem can get resolved.
Though you may have worked with a particular technician in the past and that tech may have been quite helpful or knowledgeable and you want to contact that technician directly (especially if it’s the same problem or a similar one) that may not be the best option. Our technicians are well-rounded so they are often being scheduled on-site somewhere and not just answering support calls.
If you have a problem that you need help with immediately and you’ve reached out to your favorite technician and received no response, it’s likely that they are in a position where they can’t answer their phone or access email. For immediate support, it’s always the best policy to call the support line, or if you’re in a little bit less of a hurry, submit a ticket to firstname.lastname@example.org.
If you have an ongoing issue and a technician has reached out to you via phone or email, please respond to them as soon as you can. It’s our goal at Bastionpoint to get every support issue resolved permanently as soon as humanly possible to keep your business as productive as it can be.