START A NEW TICKET – HOW TO GET SUPPORT FROM TANDEM CLOUDTOP

GO TO – helpdesk.cloudtopsupport.com and click on “Start a New Ticket” or start messaging with us in real-time by clicking the orange bubble in the lower right-hand corner. You can also send an email to helpdesk@cloudtopsupport.com

We use a support portal to track support issues and help you more efficiently. This allows you to receive a tracking number and allows us to do research before taking up your time. You can log in for a more expedited entry and view all of your tickets.

INFO YOU NEED TO SUBMIT A SUPPORT TICKET –

1. First, gather all your details, we need to know how to recreate the error or issue in order to fix the problem.
2. Please describe the issue in the subject (ex: having difficulty connecting to Citrix after purchasing a new computer).

Here are some questions that can help diagnose the issue:

What happens when you try?

Any error messages?

Has anything changed since the last time you tried?

Is this happening to anyone else in your group?

• Here are the first things we usually do, so if you have already tried them, it will speed up your resolution of the problem.

Please try logging off of the Citrix Environment (Start, Logoff). Then Log back on and restart any Citrix based programs you were using.

Does rebooting your computer fix the problem?

WHAT TO EXPECT ONCE YOU SUBMIT YOUR TICKET –

You will receive a ticket number back via email along with login credentials to the support site. You can view all of your open Support Tickets.

We will research and try to address any items behind the scenes before we call or respond. We try to have a real live person take a quick look at your item within 30 minutes or less. Based on the impact on your business and what is involved, we will take appropriate action or schedule the ticket for more work.

MORE ABOUT SUPPORT

Level 1 support is included with your hosting. This includes questions that can be answered via email plus error or connection issues. It does not include Consulting or Individual training. We may need to limit the time spent on a particular incident.

Sometimes support items are billable. However, we will not do billable work without letting you know before we start.