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Contacting IT Glue support - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>Need some help? Here are some places to go for help using IT Glue.</p> <ul><li> <strong>I don't know how to do something </strong> <ul><li>Try our <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us">knowledge base</a> which explains how to use the most essential features of IT Glue.</li> <li>Watch <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Fsections%2F360007173152">webinar recordings</a> when you have time for in-depth video tours from our Partner Success team.</li> <li>Raise a support request. If you can’t find the answer to your question, you can contact us. We are here and happy to help.</li> </ul></li> <li> <strong>Something isn't working </strong> <ul><li>Raise a support request.</li> </ul></li> <li> <strong>I don't like the way something works</strong> <ul><li> <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004934777">Suggest a feature</a>. Don't forget to check if your idea has already been submitted by someone else!</li> </ul></li> <li> <strong>Something else?</strong> <ul><li>Raise a support request.</li> </ul></li> </ul><h3 data-id="how-to-contact-support">How to contact support</h3> <p>Anyone with an IT Glue user account can contact us through our ticket system to receive email support.</p> <ol><li>Navigate to the IT Glue website and <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fapp.itglue.com%2Flogin" rel="noopener nofollow">log in</a>.<br><div> <strong>Note: </strong>If you can't access your account for any reason, you can send us an <a rel="nofollow" href="mailto:support@itglue.com">email</a> with your support request instead.</div> </li> <li>Select <strong>Knowledge Base</strong> from your profile. <br><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/6N0FWZYICWHE/kb-open.png" alt="kb-open.png" class="embedImage-img importedEmbed-img"></img></li> <li>Click <strong>Contact Us</strong> in the top-right corner of the knowledge base.<br><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/ZYAY571RAC5D/contact-us.png" alt="contact_us.png" class="embedImage-img importedEmbed-img"></img></li> <li>Enter the subject and description of the issue. You may also attach files to your request. <div> <strong>Note:</strong> Providing the right information in your request means that your questions or issues are addressed as efficiently as possible. Check out our <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004932997" rel="noopener nofollow">Tips for creating an efficient support ticket</a> KB article to learn how you can help us help you.</div> </li> <li>Click <strong>Submit</strong>.</li> </ol><p>After submitting your request, you'll receive an automated email confirmation with your ticket number. We will research your issue and follow up with you via email.</p> <h3 data-id="support-hours">Support hours</h3> <p>With offices on two continents, we're available over a 16-hour period for five business days per week, from Monday through Friday, excluding major holidays:</p> <ul><li> <strong>Pacific Time</strong> — from 1am to 5pm</li> <li> <strong>Eastern Time</strong> — from 4am to 8pm</li> <li> <strong>United Kingdom (GMT)</strong> — from 9am until the next day at 1am</li> <li> <strong>Asia-Pacific (AEST)</strong> — from 8pm until the next day at 12pm</li> </ul><p>You can of course submit support requests outside these hours, but responses may not be received until support hours resume.</p> <h3 data-id="emergency-downtime-phone-support">Emergency downtime/phone support</h3> <p>Emergency system downtime support is provided <strong>24 hours per day, 7 days per week</strong>. Our monitoring systems automatically notify us of any system outages.</p> <p>In the unlikely event of system downtime, please monitor our <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fstatus.itglue.com%2F">system status page</a> and Twitter feed (<a title="IT Glue @ Twitter" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Ftwitter.com%2Fitglue" rel="noopener noreferrer nofollow">@itglue</a>) for regular updates or <a title="Contact Us" href="https://kaseya.vanillacommunities.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fwww.itglue.com%2Fcontact" rel="noopener noreferrer nofollow">contact us</a> by phone.</p> </article> </main>