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