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Welcome to the Help Center

Submit a ticket, check the status of a ticket, or check out some of the self help articles below for more information about response times. You can also shoot us a message if you have any questions. We’ll be happy to help.

Contact Us

Collaboration Made Easy

ITGuys’s loving and knowledgeable Support Team provides fast, friendly help via email around the clock, Monday morning through Friday evening (Mountain time). Premium members also have access to live chat support during US business hours. For SmartSupport and Premium members, we also provide limited support during weekends and holidays (see more info below).

Productivity

We’re focused on getting your issues resolved quickly.

Clear Communication

Receive up to the minute updates on the status of your ticket.

World-Class Productivity

Focusing on email support allows us to efficiently serve our community while keeping costs down, which is one of the reasons why ITGuys Remote, SmartSupport, and Premium plans are so inexpensive compared to other professional IT Support Providers

Resolved in 24 hours

Or less. When you need to be up and running yesterday.

Submit a ticket

Let us know how we can help to get started.

Initial Response Times

When you contact us, you can expect a first response within these timeframes, depending on your membership level. All times are in U.S. Mountain.

Premium

First response in 1 hour or less during these times
On weekends and holidays, we’ll reply within 24 hours
24-hour support from Monday until Friday at 5 p.m.

SmartSupport

First response in 4 hours or less
Chat support while you set up and stream your event during US business hours
Support during U.S. Business hours (9 a.m. to 5 p.m. Mountain)

Remote Support

ASAP! (Usually within 24 hours)

TIP: Contact us from the email address associated with your Remote, SmartSupport, or Premium account to receive priority support. Reaching out through our Contact Form ensures that we will respond as quickly as humanly possible.

Follow-Up Response Time

While your initial inquiry may uncover more complex technical challenges, follow-up responses can sometimes take a bit longer. Rest assured, cases from Remote, SmartSupport, and Premium members always receive top priority.

For particularly intricate issues, we may need to assign your case to a specialized support expert. Our team is committed to resolving your issue as quickly as possible, but depending on the complexity and need for input from our ITGuys developers, this process may take a few days.

You are always welcome to reply to any open case to request an update.

Holidays

We provide limited support over the following U.S. holidays:

New Year’s Day (Jan 1)
Martin Luther King Jr. Day (Third Monday in Jan)
Presidents Day (Third Monday in Feb)
Memorial Day (Last Monday in May)
Independence Day (on or around July 4)

ITGuys Summer Retreat (Third Friday of Aug)
Labor Day (First Monday of Sept)
Columbus Day (Second Monday of Oct)
Thanksgiving Holiday (Fourth Wednesday / Thursday / Friday in Nov)
Christmas Eve through New Year’s (Dec 24 through Jan 2)

Chat with us

Call, Chat, Email, even text. We’re here to help around the way you work best.

Keep in Touch

The best way to stay current with news about ITGuys is to read our blog! Not only is it a thrilling literary masterpiece, it’s also where we update the community with news about ITGuys. You can subscribe for weekly updates via email on the blog’s homepage.

Send Feedback

If you have a question that was not answered here, please send our friendly support team a note via our handy Contact Form. Your feedback helps us continue to work better for you.

Get in Touch