About Support

About Support

IMPORTANT SUPPORT INFORMATION:

Please help us by ensuring your support request is made through the proper channels using the matrix below.

NON-EMERGENCY SUPPORT REQUESTS:

1. All requests for support should be made by emailing us at [e-mail]. Please describe your issue as best you can and include screenshots if possible.
2. Include your full name, company, company email address and all phone numbers where you can be reached. This information is absolutely essential, especially if you are emailing us from a public email address like Gmail.com, Live.com, Yahoo.com, or any other free email service. Our ticketing system will accept email from any address in the world, but we will not respond to the request if we cannot identify you.
3. If the online system is unavailable, you do not have Internet access to allow emailing, or the request is urgent, then the support request can be made by calling the helpdesk using our main telephone number 713.965.4403

EMERGENCY SUPPORT REQUESTS:

1. Emergency support requests are for work stoppage issues only that have no known work around.
2. Make your request using the same procedures as listed above.
3. After submitting your email request for support, follow-up your request by calling us at 713.965.4403 to request escalation.

GENERAL INFORMATION ABOUT SUPPORT:

1. Tank Networks will act upon any and all requests by any user.
2. All Tank Network personnel assume you have the authority to make the request for support and you are aware of the rate schedule agreement between our respective organizations governing this request.
3. Service is defined as any work performed on the Client’s behalf regardless of location and includes email, internet, facsimile, terminal services, RDP, VNC, monitoring tools, or telephone.
4. Work performed during any After-Hours Period, Weekend Period, or Holiday Period will be charged according to the rates associated with that period. By making a support request, you understand that these rates have been agreed upon prior to this request and will be applied accordingly.

SUPPORT REQUESTS TO A SPECIFIC ENGINEER

Please do not email your support request directly to the engineer. The engineer may not respond to your request if sent directly to him for a variety of reasons. During the time of your email request for support, the engineer may be on vacation, taking personal time off, traveling, assigned to a project, or assigned to an existing issue. For any number of reasons, the engineer may not be reading his email and if the request is only sent to one person, your request may not receive the attention it deserves. Therefore, please follow this guide for obtaining support.