Client support
Help for our clients, in one place.
Tickets, remote sessions, invoices and your IT documentation. If something is down or looks suspicious, call us right away.
Urgent
Something down or suspicious?
Call us. Outages, lost access and anything that looks like a security problem should not wait in a ticket.
- Sonoma County
- (707) 387-9110
- East Coast clients
- (860) 438-9199
- Hours
- Monday to Friday, 9 am to 5 pm
Everyday requests
- Open a ticketNew requests and the status of open ones. The fastest way to reach us for anything that is not urgent.
- Join a remote sessionOnly when your technician asks you to, so we can see your screen and fix the problem.
- Work from homeReach your office computer from home.
- Your IT documentationYour network details, licenses and how-tos, open whenever you need them.
- Pay an invoicePay online and look up past invoices.
- support@stedmancs.comEmail works too. It lands in the same queue as a ticket.
A good ticket
What to include.
A few details up front usually mean we can fix it on the first try.
- What is happening, in your own words
- Which computer, and who is affected
- When it started, and whether anything changed just before
- The exact error message, or a screenshot of it
- The best number to reach you
- Someone joining or leaving? Open a ticket at least two days before their first or last day. For a new person, include:
- First and last name, and cell phone number
- The email address they should have
- Whether it is OK to buy another license if one is needed
- What they need access to
- Which computer they will use, or whether we should order a new one
Staying safe
Three habits that stop most attacks.
- Never email a password. Not to us, not to a coworker. If someone needs one, call us and we will share it securely.
- We only connect when you expect us. We will not call out of the blue asking for remote access. If someone does, hang up and call us.
- Unsure about an email? Do not click anything in it. Open a ticket or call us with the sender and the subject line, and leave the email alone until we have looked. If you already clicked, call us right away.
Not a client yet?
A 30 minute call is usually enough to see where things stand and what we would change first.