Our standard help desk support is available during regular business hours. However, we provide 24/7 monitoring and alerting. Emergency after-hours support for critical issues is available and detailed in your service agreement.

You can submit a support ticket by emailing support@ptsolutionsinc.net, calling our dedicated support line, or using the client portal at https://support.ptsolutionsinc.net. For the fastest ticket creation and tracking, we recommend using the client portal.

Please call our support line directly for urgent, time-sensitive issues. Do not rely solely on the ticket system for emergencies. The ticket system is best for non-critical requests that do not require immediate, real-time assistance.

After you submit a ticket, it is logged into our system and given a unique code (e.g., JGM-NWHPV-121). The ticket will be assigned a status: - L (Logged/Open): We have received your request and are reviewing it. - A (Answered): An agent has responded and is awaiting your reply. - R (Resolved): The issue has been fixed. If the problem recurs, you can reopen the ticket by replying to the same email thread. You will receive email notifications when an agent responds or when the ticket status chan...