Nice to see you again. How we can help?
We want to make sure you get the support you need as quickly and efficiently as possible.
“I need help right away!”
Call our main number: 646.274.0933 and hit 0 to be transferred to our Support Team. During regular business hours, your call will be answered or returned promptly. During off-hours, please leave a detailed message and someone from your Client Team will reply as quickly as possible.
“I need help within the next couple of days.”
Send an email to your client support address. (If you don’t know what it is, check with someone else in your office or email firstname.lastname@example.org.) Please make sure to tell us your deadline so we can schedule an appropriate response.
“I have a question, but it’s not urgent.”
Send an email to your client support address. (If you don’t know what it is, check with someone else in your office or email email@example.com.) Please indicate whether the issue can be addressed at your next scheduled visit or if you need help sooner.
Tips for Better Support
Slow down. Breathe. You are now entering the Macktez Approach.
Determining the level of urgency of your problem is the first step to solving it. We can, of course, scramble all necessary resources to put out a fire, but that sort of response is disruptive and inefficient (which means expensive for you). If your problem is not dire, slowing down is always the best first step. Take a deep breath. Okay. Now let’s see what we can do.
When calling or sending an email for support, the more information we have, the better we can help.
No matter what the issue, we first need to know who you are and from where you are calling, so please be ready to provide the following information:
– Your full name
– A telephone number where we can reach you
– The name of the client from where you are calling
– An email address you have ready access to
In addition, knowing specifics of the nature, urgency, and breadth of your issue focuses our attention and saves time. Below are some questions you should consider having answers to before contacting us:
– What is the problem? (Yes, we know that one is obvious.)
– How urgent is the situation? Is there a deadline?
– Is anyone else at your office or home having this problem?
– Did anyone else already contact Macktez about this problem?
– What is working properly?
– When did the problem begin or when did you first become aware of it?
– Can you browse the internet?
– Can you print?
Sending an email to your client support address or calling 646.274.0933 is almost always the best way to get in touch with your Client Team. We have systems in place to make sure that any available Team Member can provide some assistance with your problem in an emergency and that your assigned Team Members are kept informed about the status of any issue. Bypassing that system to reach someone at Macktez directly is a less effective way to help; nevertheless, with that warning in mind, we do have direct phones and emails, posted at our Team Directory.
A further note about contacting the Team: we don’t give out our cell phone numbers to clients. Our regular visits with clients are focused and productive, and not meant to be interrupted. If an emergency arises, the process outlined above will get the most available Team Members involved in your situation.