---
title: How to Report Issues and Get Help
description: "## When and How to Contact Support We’re here to help whenever you run into an issue or have a question about your AVD or MSP services. **When to Contact Support** - You can’t log in to your AVD session…"
url: "https://office-heroes.com/guides/how-to-report-issues-and-get-help/"
updated: "2025-05-12"
category: "Support & Escalation"
---

# How to Report Issues and Get Help

## When and How to Contact Support

We’re here to help whenever you run into an issue or have a question about your AVD or MSP services.

**When to Contact Support**

- You can’t log in to your AVD session (after trying the quick fixes)
- Your desktop or app is running slowly or freezing
- You see error messages you don’t understand
- Your MFA is failing or locked out
- You need help with password resets or account access
- You want to report a suspected security issue

---

### **How to Contact Office Heroes Support**

📧 **Email:** [clientcare@office-heroes.com](mailto:clientcare@office-heroes.com)

📞 **Phone:** 1-757-733-6272

🌐 **Client Portal:** https://portal.office-heroes.com (for submitting and tracking tickets)

When you contact us:

- Provide your **name and company name**
- Describe the issue in **clear, simple terms**
- Include **screenshots or error messages** if possible
- Let us know **when the issue started** and **any troubleshooting you’ve already tried**

**Support Hours by Tier**

| **Tier** | **Hours** |
| --- | --- |
| Guardian | Mon–Fri, 8:00 AM–6:00 PM |
| Titan | Mon–Fri, 8:00 AM–6:00 PM + critical after-hours |
| Overwatch | 24/7 help desk and monitoring |

## What Details to Provide in a Support Request

Providing clear and complete details when you reach out helps us resolve your issue faster.

**Include the following in your support request:**

1. **Your contact information**
   - Full name
   - Company name
   - Best phone number or email for follow-up
2. **Describe the issue clearly**
   - What were you trying to do when the problem occurred?
   - What exactly happened (error message, system behavior, etc.)?
3. **Include screenshots (if possible)**
   - Take a screenshot of any error messages or screens
   - Attach the screenshot to your email or portal ticket
4. **List any troubleshooting you’ve already tried**
   - Example: “I restarted my computer and cleared the browser cache, but the issue persists.”
5. **Include timing details**
   - When did the issue start? (date/time)
   - Is the issue ongoing or intermittent?

**Example of a great support request:**

> “Hi, this is Sarah from ABC Company. I’m unable to log in to AVD — I get an error saying ‘session host unavailable.’ I tried rebooting and using a different browser, but the issue is still there. It started around 9:00 AM today. Attached is a screenshot of the error.”

## How to Submit a Ticket (Email, Phone, Portal)

We offer several easy ways to get support — choose the method that works best for you.

### **Submit a Ticket by Email**

- Send an email to **[mailto:clientcare@office-heroes.com](mailto:clientcare@office-heroes.com)[clientcare@office-heroes.com](mailto:clientcare@office-heroes.com)**
- Include:
  - Subject line: Brief issue description (e.g., “AVD login issue”)
  - Message body: Your name, company, detailed description, troubleshooting steps, and screenshots if possible

### **Call Our Support Line**

- Call **1-757-733-6272**
- Provide your name, company, and a clear description of the issue
- Our team will open a ticket on your behalf and begin troubleshooting

### **Submit a Ticket via the Client Portal**

- Go to **https://portal.officeheroes.com**
- Log in using your company credentials
- Select **Create Ticket** or **Submit Request**
- Fill in the details (issue description, priority level, attachments)
- Track updates and responses in real time through the portal

## **Important Tips**

- For urgent or critical issues, we recommend calling for the fastest response.
- Always submit one ticket per issue to avoid confusion.
- Use the portal to track status and follow up if needed.