Requesting help from Masiero is simple. You can reach us by doing one of the following:
- Email us at firstname.lastname@example.org. This is the best and fastest way to get support from our team.
- Chat with us. You can start a chat by clicking on the icon in the bottom right hand corner of the screen, as shown below.
- Call us. You can reach our offices from 8:30AM till 5PM, Monday thru Friday.
How to Report a Problem
When reporting the problem, keep the following guidelines in mind as this will help us to assist you as quickly as possible:
Clearly explain what the problem is.
For instance, instead of reporting "I can't get in to my email", try explaining what happens when you try to open the email program, attaching screenshots or error messages when possible.
Tell us what happened before the problem occurred.
Were you trying to get open an attachment to an email? Did you just upgrade to a new operating system? Did an error message pop up?
Explain what you have tried to do already.
This will keep us from duplicating what you have already done, and will help us to narrow down the problem.
If you are in a remote session with us stay at the computer, if possible, or let the person troubleshooting know when you have stepped away.
We might need your help with a password, or we might have some questions for you while we troubleshoot. We also may be able to explain to you what went wrong, so you can know what to do the next time the problem occurs.
- Send separate support requests in separate emails.
This will help us keep things organized, and make sure nothing is missed. It will also help you in organizing your support requests.
Following these guidelines will help you to get back working in a timely manner.