The Best Ways to Get Support From Viatek
The first question you might have when working with us is.. How do I Get Support, so here’s our recommended ways:
By Sending Us an Email
Submit a ticket request via e-mail
Call ViaTek at 303-664-1182
Use the ViaTek Portal
Login To the portal
Remote Support
Already working with a tech? Click here to allow them access to your computer.
HR Form
Please fill out this form so we can onboard your new hires as efficiently as possible.
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Super-duper Important Note
If you send emails to team member Direct Email Addresses or call us on our Cell Phones, this will very likely slow our response times down because we’ve built our processes to be quickest & most reliable when you use the methods above.
How Fast Will You Respond?
We are a Shared Services business model. While this is good as your company doesn’t have to invest huge amounts of money and time to build out and manage its own internal IT team, it also means that we can’t offer immediate support for you 100% of the time (we wish we could).
However, we know that one of the easiest ways to make you happy is to provide fast and reliable support when you need it.
We categorize all issues into priorities and work them in order. This means that when you have a Critical issue – we can work on it quickly (by taking a little longer to work on your lower-priority tasks).
Here are the response times* we aim for (these are goals) in each priority level, along with some simple examples:
| PRIORITY | EXAMPLES | |
|---|---|---|
 Critical | Your Main Server is offline, and all users are unable to work. One of your network switches has failed, and half the users have stopped working. A VPN link between 2 x offices is offline, causing one office to be unable to work. | 30 Minutes |
 High | Your Internet Connection is offline, but users can still work locally. Your CEO’s computer has stopped working, and they have an urgent task. Your main Accounting Software has stopped working and is unavailable. | 1 Hour |
 Medium | A user’s desktop is making a strange noise. One of the main printers is not working, but users can print to another one. A user is having problems connecting to the Wireless network. | 2 Hours |
 Low | Printing is slower than normal A single user is unable to scan documents. A user needs a program installed on their computer or laptop. | 4 Hours |
 No Priority | Pro-Active Maintenance of systems, including Software Updates. New User Setup and Configuration (dependent on start date). New Computer or Laptop Installation and Configuration. | N/A |
*A response is not necessarily a resolution, but we do our best.