TECHNICAL SUPPORT

has never been so easy...

CHAT WITH A TECHNICAN
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Web Chat Instructions

 

Customers may utilize live chat to receive technical support by using the "Click to Chat" link above. 

 

After clicking on the live chat link, you will be brought to a brief survey screen that will gather some basic required information...that will allow us to better assist you. 

 

Once the survey is filled out...please click on the "Submit" button to begin live chat with one of our Help Desk agents. 

 

See image to the left for an example of the survey screen...

 

Note: if a chat attempt is made outside our normal business hours (Monday - Friday | 7:00am - 5:30pm) a ticket will be auto-generated in our system based on the information provided and a Help Desk agent will reach out to you during the next business day.

EMAIL TECHNICAL SUPPORT

Your support request has been sent via email to our Help Desk and a ticket has been created.

CUSTOMER PORTAL

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  • Submit a ticket

  • Check ticket status
     

  • Update a ticket

  • View an invoice

Customer Portal Instructions

 

First Time Users:​​​​​​​ To gain access to our Customer Portal...you will need to have a Microsoft email account or a Google email account.

 

If you already use Outlook.com or Microsoft 365 for email services, you already have a Microsoft email account. 

 

If you already use Gmail.com or G-Suite for email services, you already have a Google email account. 

 

If you do not currently have a Microsoft email account or a Google email account, you can obtain one FREE, by creating an email account via Outlook.com or Gmail.com

 

Once you have either a Microsoft email account or a Google email account, contact our help desk via Live Chat, email or phone to verify with one of our agents that we have the correct email address in our system for you. This step MUST occur for proper access to be enabled. 

 

Returning Users: You may use the "Customer Portal Login" link at the top of this page to login to our Customer Portal.

 

The login page will ask you which account type you will be using to login with (Microsoft or Google).

 

Select the appropriate option and use your email address and email account password to login to our Customer Portal. 

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Customer Service Level Agreement

HEIDEN TECH Windows Patch Policy 

WHEN: 1st and 3rd Wednesday of each month. 

 

TIME: Patching window is from 1:00am to 4:00am.  

 

HOW: Patches are handled via the Patch Manager module within the HTS remote monitoring and management software known as ConnectWise Automate.  

 

Server Reboot Policy:  

  • Servers are set to Maintenance Mode between the hours of 1:00am and 5:00am during the patching window.   

  • Servers are set to “auto-reboot” following the successful installation of Windows patches. 

   

Workstation Reboot Policy:   

  • Workstations will not auto-reboot following the successful installation of Windows patches unless no user is logged into the PC. However, ConnectWise Automate will alert the user that a reboot needs to be performed to complete the patch installation.  

  • If the user declines the original reboot request, they will be re-prompted every 120 minutes to reboot. Users will only be allowed to suppress the reboot for up to 12 hours.  

  • Once the 12-hour threshold is reached, ConnectWise Automate will notify the user that their PC will be rebooted in 600 seconds. The user will no longer have the option to suppress the reboot and will need to save all work and prepare for the PC to reboot.   

 

Day-time Patching (Workstations Only): 

  • In addition to the patching window on the 1st and 3rd Wednesday of each month, Windows “day-time” patching is also enabled for all workstations. This allows for any PCs that were powered off during the patch window to still receive and install the Windows patches.

  

IMPORTANT NOTICE: 

  • "Day-time" patching could have impact on a user's PC's performance while the PC is performing the patching. It is always best to leave all PCs on overnight the 1st and 3rd Tuesday night into Wednesday morning. This way the PCs can patch during the patch window and not during the day. This will help mitigate performance impact. 

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This site is designed to assist customers of Heiden Technology Solutions.  If you do not have a support contract or are not a customer of Heiden Tech, you will not be able to request support.  If you would like information on how to become a customer, please reach out to our sales team using the contact information below.

Heiden Technology Solutions - Business Development Team
Ph 1-800-979-9413 option 2
Sales@HeidenTech.com

HeidenTechnology.com

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