When and how can I reach you?
The simplest way is to just pick up the phone, call our main number (646.274.0933), and hit 0 to be transferred to Support. We currently operate during business hours and have a highly-qualified technician assigned to follow up on calls every afternoon. Outside of these hours, if a team member is available they will take your message and put you in touch with someone who can help. You can also reach Support via email at support@macktez.com or by AOL or iChat instant message at macktezsupport. Please note that time on support is billed in 15 minute increments at the same rate as your normal technician rate.
How do I know the right way to reach you?
If you are not yet an active client, please call our main number and hit 6 to be transferred to one of us in administration or use our contact form.
If you are already a client, our first concern is knowing how quickly you require a response:
- Within the week: If the issue is not urgent, simply send an email message to your client support address. If you don't know what that address is, please check with other staff in your own office or write us at support@macktez.com and we will let you know. Please make sure to note if the issue can be addressed at your next scheduled visit, or if it needs addressing sooner.
- With the next few days: Please do still send a message to your client support address, but do be sure to note your deadline. Also, feel free to call us at Support during operating hours if you think we might be able to help you over the phone.
- Help! Within the next few hours: Pick up the phone and call us. If it is during Support hours you can reasonably expect to talk to a technician or get a call back from one promptly. If it is outside of our hours of operation and you do not reach one of the team when you call, please leave a message. This voicemail is frequently checked and someone will get back to you shortly.
How can you help us help you better?
When sending a message or calling us, the more info we have the better we can help you. No matter what your issue, we do need to know who you are and how contact you, so please be sure to note the following information:
- Your full name
- A telephone number at we can reach you
- The name of client you are calling from (If you know your client code, please provide that too)
- An email address you have access to
In addition, knowing specifics about the nature, urgency, and breadth of your issue helps us to focus our attention and save everyone's time. Below are some questions you might wish to consider when calling or contacting us:
- What is the problem? (Yes, we know that one is probably obvious)
- How urgent is your situation? Is there a deadline?
- Is anyone else at your office or house having this problem ?
- Did anyone else already contact us about this problem?
- What is working properly?
- When did the problem begin or when did you first become aware of it?
- Can you browse the web?
- Can you print?
If you are not a current client or have some general suggestions, please use our contact form...