FAQs

  • How do I request service?

    • You can send an email to service@htspc.net or you can fill out our online HTS Service Request Form. For after hour emergencies, call our Help Desk at 800-792-3874 and press option 1.

  • How do I start a new project?

    • New projects are best discussed with our Technology Consultants. Please contact our Sales Team at 708-597-5005 or email us at sales@htspc.net

  • How do I request product pricing?

    • Let us know what you want pricing on, and our sales team will send you a price quote that you can approve online. Reach out to our Sales Team at 708-597-5005 or sales@htspc.net

  • What types of businesses do you service?

    • We provide support and consulting to all types of small and medium-sized local businesses - we do have specializations in several vertical industries: Dental, Healthcare, Manufacturing, Public Sector, Education, Banking.

  • 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 service technician or engineer directly?

    • For quality control and expedited response, we ask that all phone calls go through our Help Desk. Please send all new service requests via the methods above. This prevents delays in us responding to your request when a particular engineer or technician is serving another client.

  • Why do you sometimes send out a different technician or engineer?

    • We try to send out the same engineer and technician as often as we can, but this isn’t always possible due to scheduling conflicts and emergencies. Our technicians and engineers spend a lot of time cross-training and stay in constant contact with each other.

  • Why do I need to designate a Key Technology Contact and an alternate?

    • The Key Technology Contact 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 with ongoing information, it is the Key Technology Contact’s responsibility to provide HTS with the additional contact details and to notify the alternate contact.

  • Who is responsible for data backups and un-saved files?

    • The client is responsible to maintain a restorable backup. 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 and data network connections are available where equipment is to be located. All data jacks must be properly labeled referencing back to the wiring data closets. Working Internet and wifi access may also be required.

  • What if I lose or forget my password?

    • HTS is not responsible for lost or forgotten passwords.

  • Why do I receive my Agreement Renewals so far in advance?

    • Here at HTS, we want to make sure that our clients are current on all their subscriptions. Unlike other companies which send out notices up to 90 days in advance, our experience shows 45-60 days notice is sufficient. Lapsing subscriptions and licensing can be costly and not renewing in a timely manner may result in possible reactivation fees, loss of coverage and protection.

  • What are acceptable forms of payment?

    • HTS accepts company checks, Visa/Mastercard and bank ACH. We do not accept personal checks.

  • Still Have Questions?

    • Please contact us at 708-597-5005 or email us at hts@htspc.net