What To Do If You Need Technical Support

equaTEK Interactive Technical Support

For issues concerning our products and services, you can reach our technical support team through email or phone. 

Technical support hours are Monday - Friday, 8am - 5pm EST, excluding national holidays

Email: support@equatekinteractive.com

Phone: 585.485.0780

For Billing or Sales questions, please contact us through the appropriate email or phone listed on the Contact page

For Interport Training, please register for an upcoming class on the registration page

Contact Us

equaTEK Interactive, Inc.

201 Main Street
East Rochester, New York 14445
Phone: (585) 485-0780
Email: info@equatekinteractive.com
More contact info & map

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Billable vs non-billable

What is Billable versus Non-Billable Support

The easiest way to figure this out is:

• If you broke it, caused it, created it, or contributed to it – and you need our help in fixing it, it’s Billable support
• If we broke it, caused it, created it, or contributed to it – it’s Non-Billable support*

It gets complicated when/if it takes us some time to determine whether you or us created the situation.  To further complicate it, sometimes the ‘fix’ is identified at the same moment as ownership of the cause so there really isn’t an option for telling you in advance that you’re going to be billed.

We understand it is a challenge and that nobody likes financial surprises.  Please know it is our objective to communicate with you as early in the process as we can when the situation is billable.

*Time limitations do apply.  Please see your service agreement for details.