How support works
A person picks up. Call us first, tell us what is wrong, and we take it from there. If we need to see your screen, the technician walks you through a one-file download while you are on the line.
Call +1 888 274 3530 or email [email protected].
Hours
We are open Monday to Friday, 8am to 5pm Mountain Time. Evenings, weekends and Alberta’s nine general holidays count as after hours. The support page shows which applies right now, in your own time zone.
How to reach us
- Phone. +1 888 274 3530. The fastest route for anything broken.
- Email. [email protected]. Good for requests that can wait, like a new user or a licence change.
- In your portal. Open People, then Get help. Copy email address puts help@ on your clipboard.
How a remote session goes
- You call. A technician listens first.
- If we need your screen, the technician asks you to open teamwildcard.ca/support on the computer that needs help and run the download. A small icon appears near your clock.
- You read us your computer name. That is how we know which screen is yours.
- You allow the connection. Nobody sees your screen until you say yes, and you can end it at any moment.
How fast we answer
| You | Something broken | A new user, access or licence change | The office cannot work |
|---|---|---|---|
| Complete plan | A person replies within 30 minutes, business hours | Done by the next business day | We respond in 15 minutes |
| CORE, or support by the minute | No committed time; we aim to respond quickly | No committed time | We respond within 1 business hour |
An incident our monitoring catches gets a response within 20 minutes, day or night, and most are contained in minutes. These are expectations we hold ourselves to, not guarantees.
What it costs
- Remote Support is billed by the minute, $2 a minute during business hours. After hours and statutory holidays cost more, and the full table is on the emergency page.
- On a Complete plan, after-hours emergencies are included. Routine after-hours work is billed.
- Not yet a client? You can still call. We confirm we can help, agree the scope, send a secure payment link, and a technician starts the moment payment clears. Rates are on the emergency page before you call.
What counts as an emergency
Your business is down: nobody can work, mail has stopped, or you think you have been breached. Call. Email is too slow for this. For everything else, a call or an email in business hours is the right speed.