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Velocity Micro's award-winning Customer Care, the premier source for information on your Velocity Micro PC. To help answer your questions and address support issues, our team of experts have compiled this library of walk-throughs, downloads, and FAQs. This information is updated, expanded, and refined on a daily basis to ensure you have the very latest information available.
The Technical Support desk is open Monday - Friday 9:00am to 5:00pm EST. Technical Support is closed on Saturdays and Sundays.
Technical Support is closed on the 4th of July, Thanksgiving, Christmas Day, and New Years Day, Labor Day, and Memorial Day and may have reduced hours on other major holidays.
Velocity Micro believes that providing highly skilled U.S. based technical support is critical to our success. Each of our trained Support Technicians are committed to providing friendly and knowledgeable support for any questions or problems that our customers may need assistance with.
To assist our Technical Support staff in providing the best possible service there are a couple of ways you can assist:
Hours of Operation
|Monday||9:00 AM - 6:00 PM (EST)|
|Tuesday||9:00 AM - 6:00 PM (EST)|
|Wednesday||9:00 AM - 6:00 PM (EST)|
|Thursday||9:00 AM - 6:00 PM (EST)|
|Friday||9:00 AM - 6:00 PM (EST)|
Our busiest days are Monday and Friday. Our highest call volume hours are between 11am - 2pm EST and 6pm - 7pm EST.
For the shortest wait time in queue when calling in, we recommend contacting Technical Support on Tuesday - Thursday and during non-peak hours.
Even better still, rather than having to call at peak hours or otherwise, use this Support Hub to find the help you are looking for!
Our goal for response to all initial e-mail or new tickets submitted is within 24 hours (excluding weekends and holidays). This response time may vary depending on contact volume.
Once a support ticket has been assigned to a technician they will update the ticket every 24-48 hours to provide you the most current status. If you have not heard from the technician log into the Support Portal to see if they have updated the status within the ticket.
You can check the status of a ticket by logging into the Support Portal and looking at the ticket in question. If you have any additional questions or want to speak to the technician, you can post a comment/update directly to the ticket (click on the button labeled "Provide Additional Info") and an e-mail will be automatically sent to the technician to notify them that you have posted a comment.
If there is no current update in the ticket, and you have made a request to a technician that has not received a reply, please contact us by emailing firstname.lastname@example.org or calling us directly. A technician will assist you.
NOTE: Sometimes, our Tech Support Emails can be misdirected to your email's Spam Folder. Please be sure to double check that it was not misdirected.