Support Hours Expansion - Announcement

We’re excited to tell you about an exciting upcoming upgrade to RoundTable Technology's Support Services.

Starting June 1, 2022, our Tier 2 Support Hours are expanding from 8:00 am-5:00 pm Eastern Monday through Friday to 7:00 am-8:00 pm Eastern Monday through Friday and 12 pm-5:00 pm Eastern on Saturdays.

Why are we making this change?

We know that you rely on RoundTable Technology to help manage your IT needs so you can focus on your core business and that means you may not have time during the day to respond or move a support ticket forward.  We’re expanding our Tier 2 hours to ensure you have greater access to our talented Support staff both before and after traditional business hours.  As RoundTable Technology continues to grow, we’re still focused on providing the best IT customer experience in the industry!  The decision to expand our Tier 2 hours comes after hearing direct feedback from our customers. We read every survey response and take your feedback seriously!

What does this mean for you?

• Core hours expand automatically as of June 1, 2022, at no additional cost to your monthly contract. We will send you a reminder as a courtesy.
  
  
• Based on support volumes, we are discontinuing our 24x7 after-hours Tier 1 Support.  We found that this service was being very marginally used and expanding our Tier 2 hours provides a higher level of service to you during peak support times. In addition, we are delighted to offer self-service support documentation on our website.
  
• Our after-hours emergency support for outages and critical applications remains and is still available as part of your existing contract.
  
  
• Find our support contact information here.

We are excited to bring you this upgrade to our Support Services and know that this added value strengthens our partnership with you. If you have any questions, please contact your Customer Success Manager.