2200 Western Court, Suite 400 Lisle, IL 60532
(888) 351-8324 (TECH)

FAQ

Here you can find the answers to all your questions. Of course, you can always reach out to us if you need more details just head over to our contact page.

How do I access the customer portal?

Here is the link to the Customer Portal Page. Please use your corporate email address and the password that you previously set. If you forgot your password please click the, “forgot password” link and you will receive an email to reset it. If you have never had access to your customer portal please send us an email to Sales@Systechinfo.com or give us a call at (888) 351-8324 (TECH) and your account manager will assist you.

Can I extend the customer portal access to my employees?

The primary contact for your company is also your portal administrator. To manage your portal click the account button then select, “Users”. This view enables you to update company email addresses, phone numbers, and security levels in addition to changing your password. To add a new user click the “New User” button. If you have questions or difficulty performing this task please give us a call at (888) 351-8324 (TECH) or send us an email to Sales@Systechinfo.com and one of our team members will assist you.

Is there a guide for using the customer portal?

What does Systech actually do?

We provide information technology services, hardware, software, Managed IT Services, and cloud services. This means that we can help you source hardware at competitive prices. We can also help you spec equipment or software. We can assist or completely handle projects like a hardware server upgrade, a migration to the cloud (public or private),etc.

We do a lot so just ask us about your project and we will give you a straight forward answer.

How do I get service?

To receive services we need to collect your billing information, explain our rates, and gather primary contact information. We have terms available once a relationship has been established. (Please note: break & fix service will end up costing you more than entering into one of our ProActiveCare Managed IT Services plans.)

I already have an internal IT team, why work with Systech?

Working in technology can be complexed and overwhelming – especially with new technologies emerging every day. Your internal team might not have time to focus on important projects because they are busy with the day-to-day operations of network management. Maybe your team doesn’t have the necessary skillset to successfully complete your company’s project. There are lots of reasons to work with us – even if you just need a team to lean on from time to time.

Who should I contact?

For more information or any inquiries you may have, please send our sales team a message – Sales@systechinfo.com – or give us a call at (888) 351-8324 (TECH).

What are your business hours? What about holidays?

While we do work around the clock to ensure your networks and business technologies are online – our office hours are Monday through Friday 8am to 5pm CST. As well, we also observe the following holidays:

  • New Year’s Eve & Day
  • Christmas Eve & Day
  • Thanksgiving & the day after
  • Labor Day
  • Memorial Day
  • Independence Day

How do I submit a support request?

If you are an existing Systech customer you can submit a service ticket by:

1) Sending an email to Support@systechinfo.com and be sure to include a detailed description of the issues you are experiencing.
2) You can login to your customer portal and click the, “Create ticket” button in the upper right-hand corner.
3) You can call us at (888) 351-8324 (TECH) and speak with one of our representatives.

 

What is remote support?

Remote support means that you can work with a technician remotely to fix computer problems. While on a call with a technician they will ask you to navigate to the remote support page and enter a code that they will provide. This will allow them to remotely access your computer. You can disconnect the session at any time if you feel it necessary. You are in control. Once a session is disconnected there is no way for our technician to regain access without your assistance.

How do I request emergency service?

Emergency support is only available for existing customers and all emergencies must be called in. For after-hours emergencies please call (888) 351-8324 (TECH) and dial ext. 802. Please leave a detailed message including your name, Company name, the best number to reach you, the problem(s) you are experiencing, and the scope of the impact (the number of users/sites/services/etc. that are impacted). Our dedicated, on-call technician will return your call to address the issue.

What do you do with my information?

We believe that your information is just that – your information. It is not ours to give out. We may need to provide your information in certain cases when calling a vendor on your behalf or attempting to provide service that you have requested. For more information please check out our Privacy Policy.

How do I opt out of all communications?

To stop all communications entirely – you can send us an email.

Do you save my passwords?

No. Our team members do not retain end-user passwords. This would pose a security threat to our clients while increasing our liability. We do, however, have the ability to reset your passwords and can work with you to help you regain access to your accounts.

How do I read an invoice?

Please Download this PDF which will help guide you through reading our invoices.

  1. The first thing to note, If you have an agreement with Systech you will be billed once a month for that agreement. The invoice will be billed prior to the usage period in most cases. This means you will receive a “PAID” invoice sometime between the 15th and the end of the month, for services that will be provided in the next month. Due to the agreements requiring pre-payment. We process these invoices automatically between the 15th and the end of the month and then we send the “PAID” invoice for your records. An example of this is shown below in the PDF attachment.
  2. We invoice two times a month for our standard billing. These dates are the 1st and the 15th of the month. Typically you will receive your agreement invoice per the parameters noted previously in this document. At the end of the monthly billing period, we send another invoice. An example of this invoice is shown below. Please review the notes carefully as they will explain how to understand Systech’s detailed billing.

 

What information do you keep on file?

While we DO NOT keep a record of individual user account passwords we do retain a record of administrative and service account credentials so that we can provide the highest possible level of service. We also retain credit card billing information, primary and secondary contact information, and 3rd party vendor account information.

Who do I contact for billing questions?

You can contact our accounting department by sending an email to accounting@systechinfo.com or you can call (888) 351-8324 (TECH) and ask for our accounting department. Alternatively, you can always get in touch by sending us a message from our contact page.

How do I get terms?

If you have been a customer for more than 90 days without any late payments then you can contact our accounting department and apply for terms. This involves a credit verification check after which our team will contact you regarding your request.

How do I pay an invoice?

You can pay an invoice online or by mail. To pay an invoice online please navigate to your Customer Portal and login. Then click the account button and select, “invoices”. If you have additional issues with online payment please give us a call at (888) 351-TECH.

How do I read an invoice?

Please Download this PDF which will help guide you through reading our invoices.

  1. The first thing to note, If you have an agreement with Systech you will be billed once a month for that agreement. The invoice will be billed prior to the usage period in most cases. This means you will receive a “PAID” invoice sometime between the 15th and the end of the month, for services that will be provided in the next month. Due to the agreements requiring pre-payment. We process these invoices automatically between the 15th and the end of the month and then we send the “PAID” invoice for your records. An example of this is shown below in the PDF attachment.
  2. We invoice two times a month for our standard billing. These dates are the 1st and the 15th of the month. Typically you will receive your agreement invoice per the parameters noted previously in this document. At the end of the monthly billing period, we send another invoice. An example of this invoice is shown below. Please review the notes carefully as they will explain how to understand Systech’s detailed billing.

 

Can you bill my other vendors directly?

Sometimes there may be situations where a vendor asks you to perform some technical IT work as part of another project. (e.g. The web design vendor needs a development server and we are asked to deploy it) In cases such as this – where another vendor needs Systech to perform work, we cannot bill them directly as per our policy. We would bill you like normal and you would then work with your other vendor for compensation. We will, however, ask you for approval before performing any work requested by an outside vendor.

What should I do if my order hasn't been delivered yet?

Please contact our purchasing team for shipment status & details. They can be emailed at Purchasing@Systechinfo.com or, if you have an existing support ticket please reply to that email asking for an update. Our warehouse team will be able to provide you with an ETA or a tracking number for your order.

How are virtual products like licensing delivered?

Traditionally, items that do not have a physical copy are delivered electronically via email. Please reply to your open service ticket for a status update or send an email to our purchasing team at Purchasing@Systechinfo.com.

Who handles the shipping?

Our warehouse manager oversees all shipping and receiving at our facility. To request a shipping update please send an email to Purchasing@Systechinfo.com or to speak with a representative please call (888) 351-8324 (TECH) and your dedicated account manager will assist you.

How do return/refunds work?

Returns/Refunds are handled on an ad-hoc basis and must be processed within 15 days of your purchase. If you have a product that has failed and was recently installed or covered under manufacturer warranty we will process an RMA (Return Material Authorization) and get you a replacement or have your product repaired.

My product is broken, defective, or otherwise not working

We understand your frustration which is why we want to make the process for repair or replacement as easy as possible. To begin an RMA/Return please submit a new support ticket and note any relevant hardware information like the serial number, model number, manufacturer, service tag, and a short description of the issues.

How long will it take to get a replacement/repair?

This will vary from product to product. It depends on your warranty level, shipping speeds, and the time it takes to diagnose the issues. Traditionally, we see a turn around time of anywhere from 1 day to a couple weeks. It all depends.

Still looking for help?