Support
Need help? We're here.
Our helpdesk is available Monday–Friday, 7 AM–7 PM EST. For critical issues outside business hours, our emergency line runs 24/7/365.
How to reach us
Four ways to reach support.
Call us
Fastest for urgent issues. A technician will answer directly or call back promptly.
Email support
Send your request to our helpdesk — a ticket is created automatically and you'll receive a confirmation.
Client Portal
Log in to submit a ticket, track open requests, and view your account history.
Hours of operation
- Helpdesk (Mon–Fri)
- 7:00 AM – 7:00 PM EST
- Datacentre operations
- 24 / 7 / 365
- Emergency helpline
- 24 / 7 / 365
After-hours emergency
For critical issues outside business hours, call our toll-free line and select Option 9 to reach the 24/7 emergency technician on call.
1-866-961-1805Toll-Free — Canada & USA
FAQ
Common support questions.
How do I open a support ticket?
You can open a ticket in any of the following ways: email support@aegisys.com, call us directly, submit via the Client Portal, or use the Aegisys Agent icon on your taskbar.
What is your typical response time?
Response time is based on severity. Typical response is 30 minutes or less. For urgent matters we recommend calling us directly so a technician can act immediately.
How do I reach after-hours emergency support?
Call 1-866-961-1805 at any time. After business hours, select Option 9 to reach the 24/7 emergency helpline.
Is remote support secure?
Yes. Existing managed clients are connected on demand via our secure remote agent — no user action required. Agents update automatically as part of our Security First approach.
When should I allow a remote session?
Only start a remote session when an Aegisys technician has explicitly asked you to. Never allow remote access from unsolicited callers — all legitimate requests originate from our team.
Remote session security
Only start a remote session if an Aegisys technician has explicitly asked you to. Never allow remote access from unsolicited callers or emails — all legitimate Aegisys support requests originate from our team.