How can I get support?

If you are a current McLane Intelligent Solutions customer (formally AgniTEK IT), you can get support in three easy ways.

1. Your Online Portal - The easiest way to enter and track your requests online at https://help.mclaneintel.com. 
    
2. E-mail - You can also email your IT support request to help@mclaneintel.com. If your contact information is already in our system, it will automatically group it to your account. You should receive a confirmation email including the assigned ticket number within 10 minutes of sending your email.
   
   If you are submitting a support request via e-mail, please read the tips below:
   1. A Good description of the problem in the body & a good summary of the problem on the email subject line. 
       
   2. Send us a Screen shot. A Screen shots tell us a lot. You can take a screen shot by pressing Print Screen (PrtSc) on your keyboard, and pasting it into your email. 
       
   3. The exact Error message. If you get an error message, open it up and cut/paste it into your email. 
       
   4. The Users name (if not you) and phone number and extension too please. Also a description of the problem and what programs / applications and/or steps they were doing at the time so we can reproduce the problem.
       
   5. Do not copy your email to others at AgniTEK and please do not send new service requests directly to an engineer. 
        
       
3. Phone: 979-260-8324 or 888-4-AGNITEK.  Call our main number. If your call is not answered by a live person immediately, and you are calling for technical support please choose option #2 during the message to be connected to our Help Desk Staff. If they don't answer immediately you can leave a message on this specific extension. They will get retrieve the message and respond back to you usually within the hour. 
    
   Please do not leave a message in any of our other staffs or engineers voice mail boxes. Again, Engineers are often in the field and don't always have access to their phones / voice mail. A service request left directly in an engineers voice mail might go unanswered for several days because of this. (Engineers are very often out of the office for several days working on projects.)

Can I Contact an Engineer Directly?

Engineers are not always at their desk and do not always have access to their email. A service request sent directly to an engineer might go unanswered for several days because of this.

Sending a request directly to an engineer could cause miscommunication or your request to be removed from our queue. You could receive no response because everyone thinks that the "other person" is handling it. So please send email requests directly to help@mclaneintel.com enter requests directly into our client care portal at https://help.mclaneintel.com.