Help Desk
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:
The Viatek Desktop Shortcut
This is the easiest and fastest way to get Help. Double-click the ViaTek icon on your desktop (please move on to other methods below if the shortcut has not been deployed to your computer yet).
Please tell us in a few words about the issue you are experiencing. The more details, the better. Let us know the urgency of this request. If you know, let us know how many people are experiencing this issue.
Make sure to enter your first name, last name, email address and the best phone number to reach you on.
You can also right-click on the system tray icon to achieve the above. By using the system tray icon, you can also automatically include a screenshot.
Using the Viatek Portal
Simply log into the portal (https://viatek.itclientportal.com/) and submit a ticket. When you open a ticket, please provide us with as much information as possible. The more detail, the fewer questions we have to ask when we contact you.
You can also see the status of any open tickets you have.
You will receive an email invite to the portal if you haven't already. If you don’t, please email support@viatek.net and ask us to set you up. If you ever have issues logging into the portal, please shoot us an email.
By Sending Us an Email
If you’d prefer email, simply email support@viatek.net.
Be sure to summarize your issue in the subject and describe it in as much detail as you can in the body of the message.
Submitting issues this way will create a service ticket. We need every request to be a ticket, otherwise it may get forgotten. This is the quickest way for you to end up dissatisfied with our service.
If this is an URGENT* issue, we strongly recommend following up your email with a call to 303.664.1182.
By Calling Us
If your need is URGENT*, please follow up your email with a call to 303.664.1182 to let us know that it is urgent. This is especially important if it is after hours**.
*We look to you, the end-user to determine the urgency of your request. However, if everything is urgent, then nothing is, right? Please call the support line if your need is truly urgent. Calling when something isn’t urgent just gums up the works and slows things down for everyone.
**After hours support: 5:00 pm to 10:00 pm Monday through Friday
8:00 am to 10:00 pm on Weekends
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.