Live Remote Assistance
Do you need a quick solution to a technical problem? With our live remote-assistance tool, a member of our support team can view your desktop and share control of your mouse and keyboard to get you on your way to a solution.
How to Get Support
Call the Support Desk at 201-474-1800. A member of our support team will talk with you first to determine the nature of the problem.
Support is available to customers with current Gotham support contracts. If you do not have a support contract, please contact your Gotham account manager during normal business hours.
How It Works
Step 1: Once you are on the phone with a member of our support team, you will be directed back to this page to initiate the screen-sharing session. Enter your invitation code and click the button to begin.
Step 2: You are prompted to download a small virus-free plug-in.
Step 3: With your permission, your support representative can view your screen and share control of your mouse and keyboard.
Step 4: You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.
Gotham provides Support and Managed Services for many different technologies and vendor products. Coverage is specified within each customer agreement.
Generally, support is provided for technologies from:
- Citrix (supported version of all product lines)
- Microsoft (supported versions of Windows Server and Desktop, Active Directory, Exchange, Office365, Azure)
- VMware (vSphere, Horizon View)
- Firewall platforms from Check Point, Palo Alto, and Fortinet
- Broadcom Blue Coat
- Pure Storage
Gotham Support Contracts do not negate the need for vendor provided maintenance and support. Please check with your hardware or software vendor for requirements. Some vendors may require a per incident fee when no manufacturer support plan is in place.
Managed Services contracts include Support as well as provide Operational Assistance for these and other technology stacks.