Support Levels

Every NPC DataGuard device comes with built-in support. Your plan determines your level of access.

Essential

Essential Support

Standard support for NPC Essential Pro devices. Covers hardware issues, software troubleshooting, and basic security queries.

Response Time
< 4 hours
Availability
Monday – Friday, 8AM – 6PM EST
Channels
  • Phone support
  • Email support
  • Knowledge base access
Professional Most Popular

Professional Support

Priority support for NPC Professional Pro devices. Includes proactive monitoring alerts, advanced troubleshooting, and compliance guidance.

Response Time
< 1 hour
Availability
24/7/365
Channels
  • Phone support
  • Email support
  • Live chat
  • Remote desktop assistance
  • Proactive monitoring alerts
Enterprise

Enterprise Support

White-glove support for NPC Enterprise Pro devices. Dedicated account manager, custom SLAs, and on-site support when needed.

Response Time
< 15 minutes
Availability
24/7/365 with dedicated line
Channels
  • Dedicated phone line
  • Priority email
  • Live chat
  • Remote desktop
  • On-site support
  • Dedicated account manager

Get in Touch

Phone Support

1-855-667-2642

24/7 emergency line available for Professional & Enterprise clients

Email Support

[email protected]

Essential: 4-hour response | Pro & Enterprise: 1-hour response

Remote Support

Remote desktop assistance

Our technicians can securely connect to your device to resolve issues in real time

Business Hours

Monday – Friday: 8:00 AM – 6:00 PM EST

Saturday: 9:00 AM – 2:00 PM EST

24/7 Emergency: Professional & Enterprise clients

Submit a Support Request

Optional - We'll call if you prefer phone contact
We'll respond based on your support tier SLA

Common Issues & Quick Fixes

Find answers to the most common support requests. If your issue isn't listed here, contact our team directly.

Account & Access

Password resets, account lockouts, and user access management.

  • How to reset your password
  • Unlocking a locked account
  • Setting up multi-factor authentication
  • Requesting new user access

Connectivity & VPN

Network issues, VPN setup, and internet connectivity troubleshooting.

  • Connecting to the secure VPN
  • Troubleshooting slow internet
  • Wi-Fi not connecting on managed device
  • VPN disconnects frequently

Device & Hardware

Device performance, hardware faults, and peripheral setup.

  • Device running slow — first steps
  • External monitor not detected
  • Battery not charging properly
  • Requesting a device replacement

Email & Microsoft 365

Outlook, Teams, OneDrive, and Microsoft 365 application support.

  • Outlook not syncing emails
  • Setting up email on a new device
  • OneDrive sync issues
  • Teams audio/video troubleshooting

Security & Threats

Reporting incidents, suspicious activity, and security alerts.

  • I received a phishing email
  • Reporting a security incident
  • Understanding security alerts on your device
  • What to do if your device is lost or stolen

Software & Printing

Application installs, updates, and printer connectivity.

  • Requesting software installation
  • Application crashing on startup
  • Connecting to a network printer
  • Windows update stuck or failing

Frequently Asked Questions

Common questions about our IT support services.

Professional and Enterprise clients can call 1-855-667-2642 at any time — our 24/7 emergency line is staffed around the clock. Essential clients receive callback support the next business day.
Yes, with your permission. Our technicians use secure remote desktop tools to connect to your managed device and resolve issues in real time. You'll see everything they do on screen and can end the session at any time.
All managed devices include hardware support, software troubleshooting, security monitoring, and OS updates. Professional and Enterprise plans add 24/7 availability, proactive monitoring alerts, advanced threat response, and compliance support.
Call 1-855-667-2642 immediately. We'll remotely lock and wipe the device to protect your data, then coordinate a replacement. Enterprise clients receive a replacement within 24 hours.
On-site support is available for Enterprise clients and can be arranged for Professional clients on a case-by-case basis. Contact your account manager or call our support line to schedule.
Essential and Professional clients receive a replacement within 3-5 business days. Enterprise clients have next-business-day replacement included in their plan.

Need Immediate Help?

Our support team is standing by to assist you with any technical issues. Don't wait — reach out now and let us get your devices back on track.

Call 1-855-667-2642 Schedule a Callback

Phone support: Monday–Friday 8AM–6PM EST | 24/7 Emergency for Professional & Enterprise