Customer Support Overview

Support Procedure

MTI provides the highest level of customer and technical support. Each client is assigned an individual account manager, and all of our customers enjoy senior-level technical support 24 hours a day, seven days a week, 365 days a year.

MTI's facility is staffed 24/7/365. All equipment is monitored both automatically and by an on-site support team. Hourly hardware checks by on-site personnel complement automated monitoring.

An escalation policy raises the priority on any unsolved problem every thirty minutes, with executive management involvement after 60 minutes.

The following steps outline MTI's current support procedures:

Critical Service Issues

Critical service issues should be handled by calling MTI’s toll-free trouble reporting number. The toll-free number to call is 800-673-0892. The appropriate on-call technical staff member will be immediately paged. Once the on-call tech responds to the problem call, the escalation clock begins. Problem escalation occurs every thirty minutes until the CTO of MTI is contacted.

Non-Critical Service Issues

Non-critical service issues should be handled by emailing MTI’s support
email account. The email address is hostingsupport@messagetech.com. MTI will respond to non-critical service issues within one business day.

Non-Service Issues

Non-service issues, such as performance or operational problems directly related to client code and not directly related to a problem with MTI's hosting platforms, servers, switches or network will be directed to our professional services group, who will respond to your request in a timely fashion.

In addition to the aforementioned support procedures, MTI has built a significant knowledge base of Frequently Asked Questions regarding our hosting and professional services. Many of the answers to your questions and concerns can be found in this body of knowledge.