Established Support hours are from 9-5pm Central time, Monday through Friday. Sometimes we may contact you before after those hours if certain situations dictate.
First off, we do not take initial incident reports over the phone; creating a HelpDesk support ticket is required for receiving technical support so that a case number can be assigned to your particular incident. Your ticket gets put into a new ticket queue where a tech support agent assigns himself your ticket and begins the triage process. During normal business hours, we normally respond within 4 business hours after your ticket has been submitted (usually less). It needs to be noted that when new products are being shipped and new software has been released, the number of support incidents increases and this slows down the entire support process.
We process new tickets in a FIFO (first in, first out) manner. This is why we do not take inbound phone calls for new incidents because a phone call is essentially breaking line for those who already have tickets in the queue and that is not fair to them.
If during the course of working on your issue, the tech support engineer makes an assessment that they need to talk to you or establish a remote control session using Teamviewer to gather more information or resolve the issue, they will schedule a call with you.