thomastech

Customer On-boarding

Thank you for choosing thomastech as your trusted support provider and partner. We look forward to serving your maintenance needs and demonstrating why so many companies are excited to work with our talented team of engineers and support staff. At thomastech, uptime and client satisfaction are our top priorities, and we know that the people you work with can make all the difference!

If you have any questions about your contract, feel free to email

contracts@thomastechllc.com

Support Procedure

thomastech operates a 24 hour, 7 days a week, 365 days a year manned service desk. That means we are not only available, but ready to take your call. If you have a critical issue, please contact us via phone for the most expedient service.

Please have the following available when opening a service ticket

  • Serial Number
  • System Name
  • Model
  • Location
  • Point of Contact for the call (name, phone, email)
  • Brief description of issue or error

Should you need to initiate support

Dial 888-838-8796 (for all after hours and critical issues)

Send an email to support@thomastechllc.com(for issues during normal business hours and non-critical issues

Login to the thomastech online portal (see below) and open a ticket (for all issues during normal business hours and non-critical issues)

thomastech provides customers with online access to system and contract information 24×7 through our online web portal. There you can view full inventory lists, support dates, SLAs and more as well as open support tickets and view call history. To log on, click HERE or go to www.thomastechllc.com and click on the Customer Access button to enter your user name and password. To request access and login credentials, please contact contracts@thomastechllc.com

Contract Changes

We know your environment is always changing, so if you need to modify the equipment details on your contract, add and/or remove assets, update onsite and/or account contact information, or would like to make us aware of relocations or planned decommissions, please send and email to contracts@thomastechllc.com. You can also make a request through the online portal, if applicable. Please include company name, contract number, and serial number,along with your requested changes or inquiries.

You can also forward general feedback or suggestions to this address. We want to know when you are happy and how we can improve our service!

Service Escalation

If at anytime you need to escalate a service ticket, please initiate your case with the service desk so they can raise the issue internally for a direct and immediate resolution.

1st Escalation

Contact the service desk at 1-888-838-8796

2nd Escalation

On-call Service Delivery Manager sdm@thomastechllc.com

 

3rd Escalation

Chad Lester Global Services Director
chad@thomastechllc.com
(Office) 330-225-3117 x 807
(Mobile) 512-586-1457

Return Parts

For any parts or unused spares that need to be returned to thomastech, please ship them to the following and include the provided RMA#:

Feel free to reach out to our team at any time, we are happy to assist you in any way we can. To learn more about how thomastech can provide you with premier systems support along with significant cost savings, or to discuss additional opportunities for us to serve you, please use the contact form below.

thomastech

620 East Smith Rd.
Enterprise Center Ste D.
Medina, OH 44256

Attn: Support Return RMA#

Contact

At thomastech, our passion is providing seamless IT performance. We take the stress of Enterprise hardware continuity off of your team to let you focus on what you do best.

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thomastech

620 East Smith Rd.

Enterprise Center Ste D.

Medina, OH 44256