IT Support Requests

Create a support ticket by emailing us at [email protected], texting us at +1 (412) 556-7007, or pressing the SUBMIT A TICKET button.

Communication will be handled over email unless a phone number is provided in the ticket message body with instructions to explicitly call. Please ensure if using the button to submit a ticket, your email is typed correctly.

🚨 Please only call +1 (412) 556-7007 for emergency support; use for immediate help 🚨

After calling +1 (412) 556-7007, press 5 for support and 5 again to confirm your transfer to a support technician.

QUESTIONS

Questions about KawaConnect IT support

How do I open a support ticket with KawaConnect?

You can open a support ticket by emailing [email protected] or by texting or calling +1 (412) 556-7007, whichever is easiest for you. To help us move quickly, include a short description of the problem, the device or system affected, and how urgent it is, such as whether it is stopping work right now or can wait. Our team uses that detail to prioritize the request and route it to the right engineer, and we aim for a one-business-day reply on standard tickets. Photos or screenshots of any error messages are welcome and often speed up the fix. If the issue is business-stopping, calling or texting reaches a person faster than email. For new inquiries that are not yet support issues, such as scoping managed IT or a project, you can also reach us through our contact page and we will follow up from there.

What kinds of IT problems can KawaConnect help with?

KawaConnect handles everyday IT support across managed IT, helpdesk, endpoint security, networking, firewalls, Microsoft 365, and cloud and Linux systems, so most business technology problems land in one place. Common requests include email and account issues, slow or offline devices, network and Wi-Fi trouble, security concerns, new-device setup, and user onboarding or offboarding. Because we also work in Kubernetes and Linux environments and run CCTV and surveillance installs, we can go well beyond basic desktop fixes when a project calls for it, and we offer cannabis and METRC-specific IT for regulated operators. We support businesses in Pittsburgh, Cleveland, and the surrounding Tri-State region, both on site and remotely, with a typical one-business-day reply on standard tickets. If you are not sure whether something falls under support, send it over anyway and we will tell you the best path, or reach us through our contact page.

How quickly will KawaConnect respond to my request?

We review incoming tickets and respond based on urgency, and we aim for a one-business-day reply on standard requests during business hours, Monday through Friday. Clearly marking an issue as critical or business-stopping helps us prioritize it ahead of routine work, so tell us if work has actually stopped. Routine requests, such as a single slow device or a software question, are handled in turn so the most disruptive problems get attention first. The fastest way to reach us for an urgent problem is to call or text +1 (412) 556-7007 rather than email, because a person can engage right away instead of waiting for an inbox to be checked. When you call, press 5 for support and 5 again to confirm transfer to a technician. Including the device, system, and a short description of the impact up front lets us start working sooner.

Does KawaConnect offer ongoing managed IT, not just one-time fixes?

Yes. Beyond one-off help, KawaConnect provides ongoing managed IT that keeps your systems monitored, secured, and maintained, so problems are prevented rather than just repaired after they hit. A managed plan typically includes helpdesk access, endpoint security, networking, firewalls, and Microsoft 365 management, with a regular one-business-day reply on standard tickets and on-site or remote help as needed. For budgeting, fully managed IT in our region commonly runs in the rough range of $100 to $150 per user per month industry-wide, and we scope each plan to what your business actually uses. If you are weighing whether managed IT is right for you, our free SMB IT Readiness Checklist walks through 22 questions and is a good place to start. Cannabis or construction operators can use our industry checklists or explore the software we build, including Tagestry and PryceHawk.

Does KawaConnect offer emergency or after-hours IT support?

For urgent, business-stopping problems, call or text +1 (412) 556-7007 rather than emailing, so a person can engage right away instead of waiting for an inbox to be checked. After calling, press 5 for support and then 5 again to confirm transfer to a technician, which routes you to someone who can start diagnosing immediately. This phone path is meant for time-critical issues, such as a server down, a network outage, or a security concern that is actively affecting work. Routine, non-emergency requests, like a single slow computer or a software question, are handled in turn during business hours, Monday through Friday, with a typical one-business-day reply, so please reserve the phone line for genuine emergencies to keep it open for them. When you call, having the affected device, system, and a short description of the impact ready helps the technician begin work faster and resolve the issue sooner.

Is the KawaConnect remote support agent safe to run?

Yes. The KawaConnect remote support agent only grants access while you actively run it, and a KawaConnect technician uses it to diagnose and resolve your issue with your permission, never silently in the background. You stay in control the entire time, can watch what the technician does, and can end the session at any moment by closing the application, which immediately cuts off access. Because access lasts only for that one session, there is no standing connection left behind afterward. We recommend downloading and running the agent only when a technician asks you to during an active support request, and reviewing the on-page disclaimer and consent notice first so you know exactly what you are agreeing to. If you ever receive an unexpected request to run remote software, contact us first at +1 (412) 556-7007 to confirm it is genuinely from KawaConnect before proceeding.