Reaching the help desk
For anything technology-related — a workstation that won’t start, a printer that won’t print, a suspected phishing email, a slowdown in your resident care system, or a forgotten password — reach our help desk. We respond within 30 minutes during business hours and triage after-hours requests overnight.
The fastest paths
Section titled “The fastest paths”| Need | How |
|---|---|
| Urgent — system down, can’t log in, security concern | Email support@techforseniorliving.com with “URGENT” in the subject. If you can’t reach email, call 719-510-5869. |
| Routine — new user, software install, password reset, training | Email support@techforseniorliving.com |
| Question about your account, billing, or a project | Email support and we’ll route it to the right person on your account team. |
Information that speeds the fix
Section titled “Information that speeds the fix”When you write to support, including these in the email saves a back-and-forth:
- The community name (so we route to the right environment).
- The computer name (sticker on the monitor or desktop).
- What you were doing when it broke.
- Any error message text or a screenshot — see Taking a screenshot.
- How urgent it is for resident care or operations.
What happens after you write
Section titled “What happens after you write”You’ll get an automated reply with a ticket number within a minute. A real human will respond within 30 minutes during business hours, sooner for urgent items. We track every ticket from open to close, and you can ask for a status update by replying to the ticket thread.
Content source: existing tdsis-docs helpdesk SOP, curated for the public help center. No changes to substance — reformatted to Starlight markdown and brand tokens only.