Overview
- How to enter a Service Request
- Tips and Tricks
- How to get support from Mainstay after normal business hours
Simply email support@mstech.com, or call 603.524.4774. That’s it. It’s that simple!
- Recognize that the only wrong way to enter a Service Request is to not submit one in the first place, so don't worry about doing it perfectly! The below are just suggestions to improve the process.
- When emailing your Service Request, categorize the issue in the subject line of the email. E.G. "Wireless not connecting," "Legitimate emails getting caught in the SPAM filter," "Laptop showing error code," etc.
- Provide as much detail as possible within the body of the email, particularly the What and the When. What is happening, and when does it typically occur?
- When possible, attach or paste screen shots of whatever you are seeing. If you don't know how to take a screen shot, simply Google "How to take screen with Windows 10" (or Windows 7, or whatever your operating system is).
- In the event of a company-wide outage of critical services (server, email, etc.), it's best to call the support line, rather than emailing. If it's within normal business hours, an email will still work just fine, but putting a human voice to an emergency situation is a good way to ensure that we have full visibility on the scope of the emergency.
- Remember that we genuinely do care. Even though we have many clients and requests to juggle, we truly want to help you, and are working as fast as possible. There are days when the volume of requests is higher, but please be patient knowing that the Mainstay team is full of people who truly care, and are seeking to get you back up and running as soon as we can.
- If you have a Service Request that must be handled outside of our normal 8am - 5pm business hours, you must call 603.524.4774.
- In other words, you can't simply email in your Service Request because it won't be reviewed until the next business day.
- The good news is that Mainstay has multiple technicians and engineers available on-call 24/7/365.
- Note that there is typically an after-hours charge for off-hours support, so make sure it's truly a critical and time-sensitive issue. If so, your call will be answered by our answering service, and once you approve the after-hours charge, you will be connected with a Mainstay team member.
