Client Support Portal

Our response times are based on ticket priority. Critical (P1) issues such as full system outages receive a response within 15 minutes, 24/7. High priority (P2) issues are responded to within 1 hour. Medium (P3) issues within 4 business hours, and Low (P4) general requests within 1 business day. All managed services clients receive guaranteed SLA response times as part of their service agreement.

You can submit a support ticket using the form below on this page, by emailing support@comdirectusa.com, or by calling our support line. When submitting a ticket, please include a detailed description of the issue, the priority level, and any relevant screenshots or error messages to help us resolve your issue faster.

Remote support sessions are conducted over a secure, encrypted connection. Once your request is received, a support engineer will contact you to schedule a session. You'll receive a unique session link -- simply click it to allow our engineer to view and troubleshoot your system in real time. All sessions are fully audited and logged for security compliance. No software installation is required on your end.

After-hours support covers Critical (P1) and High (P2) priority issues including system outages, security incidents, and major service disruptions. Our on-call engineers are available 24/7/365. For clients with Premium Support agreements, all priority levels are covered after hours. Contact our emergency line at 949.208.8800 (Option 1) for immediate after-hours assistance.

Yes. All managed services clients are assigned a dedicated account manager who serves as your primary point of contact. Your account manager conducts regular check-ins, quarterly business reviews, and proactively monitors your environment to identify potential issues before they impact your operations. Contact your account manager directly or reach out to our general support line to be connected.

Our standard SLA guarantees 99.9% uptime for managed infrastructure, defined response and resolution times based on ticket priority, monthly performance reporting, and service credits for any SLA breaches. Enterprise clients may negotiate custom SLA terms including enhanced uptime guarantees and dedicated support resources. Full SLA documentation is provided as part of your service agreement.

If your issue has not been resolved within the expected timeframe, you can escalate it by contacting your dedicated account manager, calling our support line and requesting a supervisor, or replying to your existing ticket email with "ESCALATE" in the subject line. Escalated tickets are automatically elevated to senior engineering staff and reviewed by management within 1 hour.

To help us resolve your issue as quickly as possible, please include: a clear description of the problem, when the issue started, which systems or users are affected, any error messages or screenshots, steps to reproduce the issue, and the business impact. The more detail you provide, the faster our team can diagnose and resolve the problem.