Response Times and Business Hours
Overview:
We aim to respond quickly and efficiently to all help desk requests. This article outlines when we’re available and what kind of response times you can expect depending on your TechCare plan.
Business Hours
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Monday–Friday: 9:00 AM – 6:00 PM (MT)
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Saturday–Sunday: 9:00 AM – 6:00 PM (MT)
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After-hours support may be available for TechCare Business clients or urgent issues.
Typical Response Times
| Plan Type | First Response Time | Resolution Time |
|---|
| TechCare Business | Within 4 business hours | Typically same day |
| TechCare Residential | Within 8 business hours | 1–2 business days |
| TechCare Lite | Next business day | 1–2 business days |
| Non-Subscribers | Best-effort basis | Based on availability |
After-Hours Requests
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Phone Messages: Calls outside business hours generate support tickets.
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Help Desk Tickets: Submissions are received 24/7 and queued for review the next business day.
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Emergency Support: If you are a business client with urgent needs, please call and indicate it is an emergency.
Tips for Faster Support
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Include detailed descriptions in your ticket.
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Attach any relevant screenshots or error messages.
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Let us know the best way and time to reach you.
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