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How to Request Support
At Rock Solid Technology we pride ourselves on being available to our clients. We have a highly trained team of technicians and engineers to answer your support calls and provide prompt responses. In situations where solutions can be more elusive we will escalate problems to the appropriate level to insure an effective resolution. The intent of this guide is to provide our clients with a roadmap to requesting support.
Normal Business Hours:
Monday through Friday 8:00am-5:00pm, PST (Rock Solid is closed New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day(and following Friday) and Christmas Day.
Ways to request support:
Helpdesk: 800-608-4693. Many times problems can be resolved in a matter of minutes. In no case will your support call be redirected to offshore call centers like many of our competitors do.
Email: Send an email message to support@rstechnology.net Make sure that you include a subject and clear description of your problem. If you have the ability to include screenshots of the error messages that you are encountering this will help expedite a resolution.
**Tickets that are emailed are processed in the same manner and prioritization as tickets that are phoned in.**
Emergency Support: PLEASE READ CAREFULLY TO INSURE YOUR EMERGENCY SUPPORT REQUESTS ARE PROCESSED PROPERLY. Rock Solid Technology Solutions has after-hours emergency support available 24 X 7 X 365. Our on call technicians will respond to emergency support requests within 1 hour. Emergency Support is generally intended for the following situations:
Network Outage
Server Outage
Outage effecting significant number of users
Problems impacting key users where reasonable workarounds are not available.
**If calling afterhours and your request is urgent please press “5” and leave a message for our on call technician. **