FusionTek Frequently Asked Questions
Yes, we can support you anywhere you have Internet access (although it might be harder if it’s not the best connection in the world).
Our support team follows a rigorously enforced process that requires explicit permission before connecting to your computer.
A technician will remote into your device and take control, allowing them to do any technical work they need to. In some cases, they may just walk you through the steps as well.
There are a number of ways request support from our team. The best way to do this is from your device. If you are unable to do that, you can call our support line at (888) 571-0740 ext. 1 or email us at firstname.lastname@example.org. Please download our Requesting Support Document for more details.
- If you are in need of immediate help outside of regular business hours (Monday – Friday 8AM – 5PM) then please follow the steps below to get a hold of the on-call technician. Please note that after hours support is for emergencies only*. To open this ticket, please use the regular routes and note that it is an emergency.
- Make sure your operating system and software are up to date on all current patches.
- Maintain up-to-date anti-virus software on your systems.
- Do not follow unrecognizable Web links in emails. Hover your cursor above the link before clicking on it to see where the link actually directs to. You can also avoid falling victim to phishing by directly searching for the page without clicking the link.
Yes you can. Simply request in the ticket that you would like to schedule time with the assigned technician and then book a time that works best for your schedule.
- A response in approx. or less than 30 minutes.
- Tickets start with our junior technicians and are escalated as needed.
- We’ll try to call you as a first contact after the ticket is opened.
- All service requests are in our ticketing system, and you can receive updates there.
If you get a suspected spam or phishing message, right click on the message select Report, and select phishing or junk. This will let Microsoft know that this type of message isn’t one that should arrive in Inboxes. If you’re concerned about it, you can open a support ticket and we’ll check it out.
First, don’t panic! Regardless if you simply clicked the link or actually put in credentials, go ahead and forward the message to email@example.com and let us know that you clicked the link or put your credentials in, then follow up with a phone call. We have a compromised account process that our team will follow whenever this occurs.
In no circumstance should you be sharing credentials with anyone else – especially over email. We recommend that companies use a “no password sharing” policy for security reasons.
If you suspect a security issue, please immediately call us at 888-571-0740 and let us know. We’ll get our team working on tracking down and resolving any issues.