PC LAN SERVICES SUPPORT INFORMATION

As a new customer to PC LAN – welcome aboard! We are looking forward to providing professional computer, network and Microsoft ‘how-to’ support.

If something isn’t working the way you expect it to – Let us know. Our helpdesk staff is here to help.

There are two ways to get support from PC LAN Services:

Create a Ticket

Although this may seem longer than picking up the phone - it can lead to faster support in many cases – If all technicians are on calls they may be able to see the issue and resolve it – even while on the phone with someone else. Service tickets created online are routed internally to receive immediate attention.
While online it is also easy to see any updates to other open tickets – (If you see a status marked as ‘In Progress’ that means someone is working on the issue that moment.)

Call Us Directly – Locally 1-414-988-7600 Option 1

Our Service customers (like you) have access to a Microsoft Certified Technician.
If you get voicemail during business hours – please leave a message with your name, phone number, and a description of the issue you are having. A PC LAN technician will call you back when they are done with their call and help resolve the issue or provide a time estimate of when they will be able to support your concern.
After hours our service calls are dispatched by an answering service. A technician on call should respond within 30 minutes. (If the answering service can’t reach the designated on call technician within 20 minutes they begin to escalate to other PC LAN Services staff.)

This email address is in place to give to our Service customers to provide priority service.

Sometimes forwarding an email (with a screenshot or without) is the fastest way to let us know there is a problem. All emails are then loaded as a Service Request into our Service Portal, work scheduled, and a technician assigned. (If you get an email quoting a ticket number – this is likely our way of saying we got your request and are going to work on it. – Unfortunately our system doesn’t allow us to report when a ‘Service Call’ is scheduled so we may have slotted in a firm time to work on your issue but it won’t be visible.)
We recommend never emailing a technician directly as they may be out of the office or assigned to a project when your email is sent – Using help@pclan.com helps ensure the NEXT available technician will be there to help.

Technology Information

PC LAN Services will be performing support operations on your machine in the off hours.

Please ensure to do the following:

Always log off of your machine every night – but leave it on.

Leaving your computer on when you go home helps our staff do several things. First, we will keep your machine running at an optimal performance with a scheduled maintenance routine. Next we will update all of the things that should be updated so they aren’t a distraction for you during the day. This includes Microsoft patches, Office patches, antivirus updates, Adobe Reader updates, java version updates, and Internet Explorer. This will usually Run Every Night after 9:00 PM (Unless your needs require a different time slot.)

Servers Updates will only Run One Day a week, this is usually Thursday. Thursday Updates are slated for install and then if a restart is required a technician will contact you on Tuesday and Plan a restart for 9:00 PM. Please make sure that any open server connections are closed. Your technician will provide you will more information regarding these Reboots.

PC LAN will then restart the computer after maintenance and updates have been completed. (If you are working when the Restart command runs you can either turn off the process or start the computer back up again and the computer will be available until the next evening.)

Other Services – To Help Everyone

Data Backup – File or Email Restore

A new backup system will allow most files to be restored with just a quick phone call. Most files are backed up every night.

Spam Filter

Every staff member should have a new button in their Outlook that will help tag a message as spam. If spam does happen to get in your inbox (most customers tell us they rarely see spam) please highlight the message and press the ‘Mark as Spam’ button. This will help remove these messages forever. Adjustments can be made based on your needs.

Remote Access

PC LAN Services supports several remote access options for staff that work away from their main office or that regularly travel. This includes VPN access, remote access to your computer, or synchronization of Outlook (email, contacts, and appointments to a mobile device).

Vendor Management – Computer, Software or Network Related

Got a problem with a printer? Internet Service not working the way it should? Contact PC LAN Services and we will work with the regular support provider on your behalf until the problem is resolved.