In order to support your preferred workflows and we've created four options for you request technical support from the help desk. Two of those options can be used to request support outside of normal business hours, 8-5PM PST Monday-Friday.

After-hours and emergency support options are listed in the After-hours Support section about half-way down this page.

Standard Support

Standard support options should be used for non-emergency requests during normal business hours.

Chat with the Help Desk

Chat is the fastest and easiest way to receive support during business hours between 8-5pm PST Monday-Friday. In the chat window text entry field, there are buttons to upload a file such as screen shot or pertinent documents to your technician and to email yourself the chat transcript. To chat click the blue The Altus Group icon in your system tray by the clock and select Chat with Support.

Open a Help Desk Ticket

For standard issues, you can open a help desk ticket. We'll research the issue and get back to you soon. Be sure to include as many details in the Problem Description as you can. You can use the Attach Document button to include screen shots or other pertinent files. To open a help desk ticket, click the blue The Altus Group icon in your system tray by the clock and select Create Service Ticket.

Email the Help Desk - help@TheAltusGroup.net

Call the Help Desk - 206-388-3838

After-Hours Support

After-hours support is defined as a support request which is placed outside of normal business hours, 8-5PM PST Monday-Friday, which has not been pre-scheduled and must be addressed outside of business hours. Work that is scheduled with us ahead of time to be done outside normal business hours is not considered after-hours support and will be billed at standard rates or covered by your support agreement the same as a standard support request.

After-hours support is billable and will be billed at your standard hourly rate or $185 per hour (whichever is lower). If your request can wait until business hours for a response, do not use these methods to request support. After-hours support is provided as a best-effort service, and while we strive to respond to all issues as quickly as possible, we provide no guaranty of response or timeliness.

Open a Help Desk Ticket

The best way to request after-hours support and ensure a timely response is to open a service ticket and check the Emergency check box which alerts on-call staff. Be sure to include as many details in the Problem Description as you can. You can use the Attach Document button to include screen shots or other pertinent files. To open a help desk ticket, click the blue A icon in your system tray by the clock and select Create Service Ticket. Remember to check the Emergency check box.

Call the Help Desk - 206-388-3838

This is not the preferred method of opening an after-hours request and may cause further delay in response if on-call resources are not currently able to answer the phone. If you desire immediate phone support, it's advisable to first open a ticket, checking the emergency check box, as described above before calling. If we are not able to answer your call within 2 minutes, you will be asked to leave a voicemail. We will respond to your voicemail as quickly as possible.