Technical Support
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.
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What are the hours for Technical Support?
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.
What should I expect when I contact Technical Support for assistance?
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:
- Be prepared to provide your warranty number. You can find this on either the rear or side panel of your PC case.
- Call when you are near your PC so that we can best assist you with the troubleshooting process.
- In order to help provide a diagnosis and resolve any problems with your PC, the technician may require you to check settings or test components within the PC.
- Call when you have time to work with our technician.
- Keep in mind that troubleshooting can take anywhere from 5 minutes to 2 hours depending on the severity of the issue and the testing required.
- Do not be afraid to ask clarifying questions.
- During troubleshooting you are our eyes and ears. The technician may ask you to perform actions or ask detailed questions. This process requires a team effort and we need your support and patience in helping to uncover and resolve all issues.
- From time to time we may need to do some research and return your call with the results.
- Yes, it is true that sometimes customers call with questions and issues that stump us! One of the challenges we love with "bleeding edge" technology is that we learn something new every day. Sometimes we may need to partner with Product Development or others to find a solution. We will work diligently to provide an answer as soon as possible.
- Understand that technical support is primarily for break/fix issues.
- If you have a problem with your system, we want to help. But, we can't provide support for some things, like hardware or software that we did not install in your system. For example, we cannot assist you in setting up a new RAID array, configuring your system for dual-boot, or to help you set up your home network, but you might find some basic instruction for things like these on this Support Hub.
When is the best time to call Technical Support?
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) |
| Saturday | Closed |
| Sunday | Closed |
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!
What should I do if I called/emailed Technical Support but have not heard back?
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 support@velocitymicro.com 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.