Support

We’re here to help

Existing client? Email us — we’ll respond, work the issue, and follow up. No phone tag, no chatbots, no being passed around.

Email help@arctechcomputers.ca or call (888) 818-1222

Getting support fastest

A good ticket gets a faster fix

The more we know up front, the less back-and-forth before we can actually do something. Here’s what helps.

Email help@arctechcomputers.ca

Send us a note with the basics: who’s affected, what’s happening, when it started. Don’t worry about technical terms — describe it the way you’d describe it to a coworker.

Include the helpful details

What you were doing when it broke
Any error messages (a screenshot is gold)
How many people it affects — just you, or your whole team?
What you’ve already tried

We take it from there

A real person triages your ticket, gets to work, and keeps you posted as we go. You’ll get updates by email — same thread, no chasing.

What to expect

Response and hours

We respond as fast as we can — usually within minutes of a ticket landing in our inbox. Best effort, always.

Office hours

Monday – Friday, 9:00am – 5:00pm Mountain Time. Most tickets are picked up the same business day.

24/7 monitoring

Managed clients have their environment watched around the clock — endpoints, servers, security signals. We see problems before tickets get opened.

Real urgency

Server down. Suspected breach. Business-stopping outage. These jump the queue — send the email with “URGENT” in the subject line.

Same-thread updates

We keep correspondence in one email thread per ticket. No re-introducing the problem each time. No “ticket #ABC123” copy-paste rituals.

Need a remote session right now?

If you’re on the phone or email with us and we need to see your screen, we’ll send you a one-click link to start a secure remote session. No installer to download in advance — we’ll walk you through it.

Request a remote session

FAQ

Common questions from existing clients

If something here doesn’t answer it, just email and ask.

I’m new to the team — how do I get IT access?

Your manager or office admin should email us with your name, role, start date, and what you need access to (email, file shares, specific apps). We’ll get your accounts and equipment ready by your start date.

Someone’s leaving the company. What do you need to know?

Email us as soon as you can with the person’s name, their last day, and whether their mailbox should be preserved (and for how long) or forwarded. We’ll cut their access at the right time and convert or release their licenses. The sooner we know, the cleaner the offboarding.

I need a password reset. Who do I email?

Email help@arctechcomputers.ca from whatever address you have access to — a phone email, a personal address, or have a coworker forward to us. We’ll verify identity and reset what you need. We won’t reset based on phone calls alone for security reasons.

How do I report a phishing email I received?

Forward it to help@arctechcomputers.ca as an attachment (not just inline) so we can see the headers. If you already clicked something you shouldn’t have, tell us that too — fast — so we can check for compromise before it spreads.

What if our internet is down?

If you can still reach us by phone or mobile data, email is still the fastest channel — we triage and start working in parallel. If everyone’s offline at the same time, call (888) 818-1222 and we’ll start coordinating with your ISP while you keep trying to get connectivity back.

Can I just call you instead of emailing?

You can, but email lands in our ticketing system, gets a number, and starts the clock — phone calls can be missed or forgotten. For anything that needs follow-up or has technical detail, email gets you a faster, more reliable result. For genuine emergencies, call.

Not a client yet?

This page is for existing clients. If you’re new and looking to see if we’d be a good fit, head to our Contact page or email support@arctechcomputers.ca instead.

Go to Contact page