Support Process

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When you encounter a problem, you want to know that your IT provider is working to fix that problem quickly so you can get back to work. Nobody wants to wait around for IT service, that’s why Alltek uses an efficient and systematic process to resolve your technology issues as soon as possible, and to make sure nothing falls through the cracks.

Our personalized support process will give you the confidence that your problems and issues are valued and not being ignored. Unlike the other guys, we don’t use call trees or robots. When you call Alltek you will speak directly with a knowledgeable support engineer who knows your account, and who understands your business and consequences of the problem you’re facing.

In addition to phone support, Alltek uses an advanced trouble ticketing system to manage and quickly respond to customer issues. To submit a support ticket, send an email to helpdesk@alltekholdings.com with your concern or go to our website and click the Support link, and then Submit Support Ticket. Once you do that, a couple of things will happen:

  • The ticket is then generated and a ticket number assigned. With this ticket number, you can track the progress through our Help Desk site.
  • Next, you’ll receive a prompt email or a follow-up or phone call to clarify any issues that have not been conveyed in the ticket. We’ll start working on the problem right away and use the best-practice solution to fix it as soon as possible, either through remote control of your computer, or an onsite visit depending on the nature of the problem.
  • Once the ticket is processed and resolved, we’ll send you a detailed email telling you what was done, or discuss it over the phone. We always make sure that every issue is resolved completely to your satisfaction.

We are able to resolve most problems remotely with our online support tools and remote PC control. This greatly increases problem resolution time, and increases your productivity. During the repair, you can stay in touch with us by responding to the ticket email or via phone. For any questions or problems unrelated to the initial ticket item, you can get in touch with us by emailing helpdesk@alltekholdings.com. You can also call our helpdesk number at (770) 949-9468 to get in touch with a support engineer directly.

Unresolved IT problems can escalate and threaten your company’s productivity. Reach out to Alltek for the consistent and efficient IT support that your business needs. Contact us at info@alltekholdings.com or (770) 949_-9468 to learn more.

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