24/7 HELP DESK SUPPORT
The Xlcon help desk is operational in-house from 6:00am – 6:00pm (M-F). After-hours support is also available for XTS customers. After-hours support is intended for emergency situations only. If no one is available at the help desk line, a message can be left and the engineer on-call will give a call back within an hour.
Through Screen Connect technology, Xlcon will have access (once granted) to all servers, desktops, laptops, etc. on the network. This allows for our staff to respond quickly to problems as opposed to having to wait for an engineer to arrive on-site. If the problem cannot be resolved within a reasonable amount of time remotely, a technician will be dispatched to work on the problem.