When something breaks, you don't need a queue number — you need an engineer. Every Xaccel support request lands with a senior technician who can see your environment, act on it immediately, and stay with you until it's resolved.
Every channel feeds the same engineering desk — so whether you call, click, or open a ticket, the person who answers already has your environment in front of them.
A secure, permission-based remote session lets our engineer see exactly what you see and fix the issue in real time — no "have you tried restarting" runaround. Sessions are encrypted end-to-end, logged, and only start when you say go.
Networks, firewalls, VPNs, mail flow, new office setups — misconfiguration is the #1 cause of outages we see. Our engineers configure it right the first time, document every change, and hand you a plain-English summary of what was done and why.
Every issue gets a tracked ticket with a live status, an assigned engineer, and a full resolution history. No black holes — you can see progress in real time, and every fix is documented for your records and audits.
One login for everything: report issues, review tickets, manage services and billing, and message the support team directly. It's the fastest way to get eyes on a non-urgent request — and the clearest record of everything we've done for you.
You demand availability at all times — from your systems and from the people who run them. Every Xaccel environment is backed by expert system administrators who can handle anything: hardware failure, network outage, even a natural disaster. Day or night, a qualified engineer answers — with a resolution target, not a "we'll get back to you."
Three ways, all equal: email support@xaccel.net (a ticket opens automatically and you get a confirmation with its ID), log in to the client portal and click New Request, or call (800) 533-4040 for anything urgent. Include the affected user or device, when it started, and any error message — that context typically cuts resolution time in half.
Our average first response is under 8 minutes, around the clock — not just during business hours. Response targets are tied to severity: a company-wide outage gets an engineer immediately, while a "how do I" question is answered within the hour. These aren't aspirations; response and resolution targets are written into your SLA, and you can see our live numbers in your client dashboard.
Yes — it's most of what we do. Every managed device gets the same coverage whether it sits in your office or a home office: monitored agents, enforced patching, encrypted disks, and MFA-protected access to company resources.
Call us first, before touching anything. Our incident response runbook kicks in immediately:
Clients on our security stack typically recover in hours, not weeks — with no ransom paid.
Yes. We maintain the documentation auditors ask for — access reviews, patch logs, backup verification reports, incident history, and written policies (WISP, AUP, DR plan) — and we'll sit in on the audit itself. We support clients through IRS Pub 4557, FTC Safeguards, PCI-DSS, and HIPAA-adjacent reviews. Most clients cut audit prep from weeks to days.
Every ticket has a severity level and a clock. If it isn't resolved within its target window — or the business impact grows — it escalates automatically: first to a senior engineer, then to the on-call engineering lead, then to your vCIO and our NOC manager. You can also force an escalation anytime by replying URGENT to your ticket thread or calling and asking for the duty manager. You'll never have to wonder who's working on it.
For managed services clients, support is unlimited and included in your flat monthly rate — no per-incident meters, no surprise invoices. That aligns our incentives with yours: we make money when things don't break, so we invest in preventing issues instead of billing you for fixing them.
Skip the queue and the sales filter. Tell us what's going on and a senior engineer will respond within one business hour — day or night.
