HELP
Here at Rural Solutions, we work hard to maintain a system that monitors, identifies and resolves issues proactively. Our goal is for you to be so secure and comfortable with your tech that you don't need to reach out to us (except to say hi or give us some kudos, if you want!).
That said, there are going to be times when you need our assistance.
Rural Solutions is your first stop when it comes to any Tech-related issue, and we will not turn away any question or concern without giving it our due diligence.
Best ways to get help.
Here we’ll run through the best ways for you to get help (we call each request for help a Ticket). Whenever we talk about a Ticket Number – please know that we aren’t doing it to make you feel like just “another number in the system” (that’s the last thing we ever want to do).
We’re doing this to ensure we can help you as quickly and efficiently as possible (a reference number is typically the fastest way to track things down). Here are the best ways to ask for help (you can also report suspicious or unusual emails to us via a ticket!):
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The fastest way to open a new Ticket is to use the “Create a new Support Ticket” shortcut on your Desktop. Double-click this and fill out the fields to let us know what the problem is. It will only take a minute and will get us the most useful information directly into our system to help you resolve your issue.
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Use the link below to access our live portal! Check the status of your ticket or project, review information about your inventory and helpful knowledge base articles!
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You can Email Us anytime! This creates a new Ticket immediately for us to get started on.
Make sure the subject line is descriptive and put as many notes as possible in the body of the email to save us having to interrupt you to ask for more details.
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If your request is urgent or you’d like to talk to us, simply give us a call at (802) 551-2403 and we’ll be able to grab all the details and enter a Ticket for you.
Bear in mind that while we’d love to be able to give immediate support over the phone, it’s not always possible.
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Our regular hours of operation are 8:00 am to 5:00 pm, Monday through Thursday & 8:00 AM to 12:00 PM on Friday. If you need help after-hours, call us at (802) 551-2403 and leave a voicemail on our after-hours answering machine. If the request is urgent and needs attention outside of our regular hours, we will do our best to follow up in a timely manner.
Quick Tip
If you call our direct extensions or email us directly, it will most likely add an unnecessary delay as we don’t monitor these anywhere near as much as we do our main Ticket system.
If you’re ever unsure of the best way to do anything – just give us a call!
A few of the many things we can help with are:
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Onboard and offboard new employees with their technology
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Set up new computers
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Troubleshoot Windows or Microsoft 365 issues
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Help resolve internet or network issues or concerns
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Troubleshoot email delivery issues
Regardless of whether or not your issue appears to be something we can help with, reach out to us so we can guide you on the best course of action. This will often be us helping resolve the issue directly, but sometimes will require us to reach out to vendors or ask you to reach out to vendors.
No matter what, we are here for you and your technology when you need us, so do not hesitate to reach out.