Granite Tech Customer Support

Response time depends on severity. Calls for active outages or security incidents get immediate attention. Standard tickets are typically picked up within a few hours during business hours, with documented response targets defined in your service agreement. Each ticket includes a confirmation and tracking number so you can follow progress.

Emergencies are anything that stops business operations: system outages, phones down, suspected ransomware or security incidents, server failures, or critical line-of-business application failures. Standard tickets cover password resets, new user setup, software installs, hardware questions, and any scheduled changes. When in doubt, call 406-505-5061 and we’ll triage with you.

After-hours coverage is available for active emergencies on managed service agreements. The exact terms (response window, on-call coverage, weekend support) are defined in your service agreement. For urgent after-hours issues, call your standard support number and follow the prompts to reach on-call.

Remote Support is a secure ScreenConnect session that lets a Granite Tech technician view and control your screen with your permission. Sessions only start when you click the link, you can end the session at any time, and all activity is logged. Use Remote Support when a technician asks you to or when you’ve been told it’s the fastest way to resolve your issue.

Yes. Vendor escalation is part of managed services. We coordinate with Microsoft, internet service providers, line-of-business software vendors, and hardware manufacturers on your behalf. You stay focused on running your business while we handle the back-and-forth with third parties.

If you’re researching providers or evaluating options, head to Let’s Chat instead. Support resources here are for active Granite Tech customers. For project work, consultations, and new managed service inquiries, the right starting point is the Let’s Chat page.