FAQs

  • How do I request service?
  • You can send us an email to service@htspc.net or you can fill out the HTS Service Request From. For after hour emergencies, call our Helpdesk at 800-792-3874 and press option 1. Please do not report new issues on multiple extensions or emails. This will delay us in helping you.

  • How do I start a new project?
  • New Projects are best discussed with our Sales Team. Please contact our Sales Team. You can contact us at 708-597-5005.

  • How do I request product pricing?
  • Are you ready to purchase now? If so, be sure to tell us and we’ll send you an order form for signature approval. If you prefer, you may reach our Sales Team by dialing them directly at 708-597-5005.

  • What is the purpose of the “Ticket#” e-mails?
  • The first e-mail related to a new issue confirms that we have received your support request and that it has been converted into a service ticket. Subsequent “Ticket#” e-mails are typically a direct response from us updating you on the issue or asking for additional information.

  • Why can’t I call my analyst directly?
  • You can, particularly when you are working on an ongoing issue, with an open ticket. But, we ask that you send new requests via the methods above. This prevents delays in us responding to your request when a particular analyst is tied up with another client.

  • Why do you sometimes send out a different analyst?
  • We try to send out the same engineer as often as we can, but this isn’t always possible due to scheduling conflicts and emergencies. Our analysts spend a lot of time cross-training and stay in constant contact with each other.

  • Why do I need an IT Designee and an alternate?
  • The IT Designee is our primary contact for all of the installation, support, and problem solving issues. The alternate assumed these duties should the primary not be available. It will help us provide service in a timely manner without any unnecessary delays. If HTS is to provide other individuals ongoing information, it is the IT Designee’s responsibility to provide HTS with the additional contact details and to notify the alternate contact.

  • Why do I need a Data Backup Operator?
  • The Data Backup Operator is in charge of all backup and recovery systems. This person assures a daily backup is scheduled and runs successfully. This person also tracks and logs all historical jobs and assures off-site data rotations.

  • Who is responsible for data backups and un-saved files?
  • The client is responsible to maintain a restorable backup rotation. HTS will review procedures and advise as needed. Service may be delayed if proper backups are not available. The customer is also responsible for his/her own desktop data saving. If a PC is to be worked on and there are open, un-saved documents, HTS will not continue.

  • Are there any special facility needs?
  • The client will assure adequate electrical connections are available where network equipment is to be located. All data jacks must be properly labeled referencing back to the wiring data closets. A working phone near the networking equipment is very helpful.

  • What if I lose or forget my password?
  • HTS is not responsible for lost or forgotten passwords.

  • Why do I receive my Renewals so far in advanced?
  • Here at HTS, we want to make sure that our clients are up-to-date on all their subscriptions. Unlike other companies which send out notices up to 90 days in advance, our experience shows 30-60 days' notice is sufficient. Lapsing subscriptions will be costly and not renewing in a timely manner may result in possible reactivation fees.

  • What are acceptable forms of payment?
  • HTS accepts checks and most credit cards. Credit cards are an excellent way to pay for pre-paid renewals or for deposits. Each credit card sale must be faxed in with signature. We won’t accept phone orders on credit cards, sorry.

  • Still Have Questions?
  • Please feel free to Contact Us at 708-597-5005 today!