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CURRENT CLIENTS
Get help now
Call us and a real person from our Indianapolis team picks up, 24/7/365. It’s always our own team, never an outsourced after-hours service.
How to reach us
Three ways to get help
Call the help desk
(317) 759-3972, 24/7/365. For anything urgent, like your whole office being down, call so a real person picks up right away.
Email a ticket
Send an email to helpdesk@reciprocaltech.com. It creates a ticket automatically, and you can reply to keep the conversation going.
Remote support
Most problems get fixed remotely, often while you’re still on the phone. Your technician will help you connect.
Response times
How fast we respond
Every request gets a priority. Here’s how fast a real tech gets on the phone with you.
| Priority | Example | Response target |
|---|---|---|
| Critical | Your whole office is down | 30 minutes |
| High | Several people can’t work | 1 hour |
| Medium | One person has a problem, with a workaround | 4 hours |
| Low | A request or question that can wait | 24 hours |
A response means a real tech from our Indianapolis office on the phone with your employee, not an automated email.
Hours
Support hours and emergencies
Client support is available 24/7/365, including nights, weekends and holidays. Our office is open Monday to Friday, 8 a.m. to 5 p.m.
When something needs hands-on work, a technician from our Indianapolis office comes to you.
Not sure who to call about a vendor issue, like your internet or phones? Call us anyway. Vendor management is included in your plan, so we’ll deal with them for you.
Remote support
Download the remote support tool
This small program lets our technicians connect to your computer and fix things remotely. Only run it when one of our techs asks you to.
Apple Mac
For Mac computers. Newer Macs with Apple chips may need one extra step, and your tech will walk you through it.
How it works
- Call (317) 759-3972 or email helpdesk@reciprocaltech.com first.
- When your tech asks, download the tool for your computer.
- Open the downloaded file and follow the prompts. If your computer asks for permission, click Yes or Allow.
- Tell your tech when it’s done, and they’ll connect and get to work.
Not sure if a request is really from us? Hang up and call us at (317) 759-3972 before you download anything.
Pay your bill
View invoices and pay online in our secure billing portal. Questions about a bill? Call (317) 759-3972.
Not a client yet?
Start with a free, no-pressure assessment. We’ll show you what’s working, what’s at risk and which plan fits.