Support
Technical support resources and guidance for Vantrel Axis managed service clients.
Need technical help?
Support is available for active managed service clients. For urgent security events, call us immediately.
Incident guidance
Urgent security events
If you suspect a security breach, ransomware attack, or data compromise, call us immediately. Do not attempt to contain the incident yourself unless instructed by our team.
Call +13616753810 nowBefore contacting support
- • Note the exact error message or behavior you're experiencing
- • Identify which users or systems are affected
- • Note when the issue started and any recent changes
- • Check if the issue affects multiple users or just one
- • Have your company name and contact information ready
What to expect
- • Acknowledgment of your request within the response time for your severity level
- • A named support engineer assigned to your issue
- • Regular updates on progress and next steps
- • Clear communication about resolution timeline
- • Post-incident review for critical and high-severity issues
Support severity levels
| Severity | Description | Response Target |
|---|---|---|
| Critical | Business-wide outage or security event affecting all users or critical operations | Immediate triage |
| High | Major function impaired affecting multiple users or significant business processes | Within 2 business hours |
| Normal | Individual user issue or non-urgent request not affecting business operations | Within 1 business day |
Note: Response times apply during business hours (Monday-Friday, 8 AM - 6 PM local time). Critical security events receive 24/7 response regardless of severity classification.
Quick knowledge base
Password safety
- • Use unique passwords for each account
- • Enable multi-factor authentication where available
- • Use a password manager for complex passwords
- • Never share passwords via email or chat
- • Report suspicious login attempts immediately
Phishing reporting
- • Do not click links or download attachments from suspicious emails
- • Forward suspicious emails to your IT security team
- • Report any requests for credentials or sensitive data
- • Check sender email addresses carefully
- • When in doubt, verify through a separate communication channel
Remote work access
- • Use company-provided VPN for remote access
- • Keep your VPN client updated
- • Use secure networks; avoid public Wi-Fi for sensitive work
- • Lock your device when stepping away
- • Report lost or stolen devices immediately
Device replacement
- • Submit a support request for device issues
- • Back up important files before device replacement
- • Return old devices to IT for secure data wiping
- • Allow 24-48 hours for device provisioning
- • Contact support if new device setup issues arise
Need to open a support request?
Our support team is ready to help you resolve technical issues quickly and efficiently.