To our customers,
We have been closely monitoring the situation facing our community over the coronavirus (COVID-19) outbreak. Based on current information from the Centers for Disease Control (CDC) and information received from Governor Wolf concerning the statewide shutdown, we will be expanding our emergency policies as noted below:
UPDATE: Please use the resources available HERE for assistance or you can click the link “COVID-19 IT Assistance” in the main menu bar.
Limit of Travel and Site Visits
We have decided that all scheduled site visits will be cancelled until further notice (for a period of no less than 2 weeks, 14 days) beginning March 17, 2020. This includes on-site scheduled work, services calls, and scheduled projects. We will have staff available for on-site visits in the event of emergencies ONLY (critical services unavailable, network outages, or disaster recovery).
If you have an on-site project scheduled, we will reach out directly to provide you with additional details and rescheduling as more information becomes available.
We are able to conduct most meetings virtually, and while we’ll miss the face time with clients, we feel this is the right choice to support the health of everyone.
Above all, we are committed to the health and well-being of our staff, clients, and their families. We are monitoring the situation on a daily basis and will continue to keep you updated should any other changes occur.
We know that this policy may impact our clients ability to receive some support and have projects postponed later than the requested time frame, but know that we do not take this change of operations lightly.
We will work hard to resolve any issues remotely; phone and email support is still available as well.
For Managed Services Clients: We will continue operation as usual for remote support and remote systems/server maintenance/monitoring. The Customer Portal will also be open and support tickets will be responded to within SLA time frames. On-site SLA for non-emergency issues however, will be delayed until this policy is lifted. Please contact us with any questions or concerns.
Contact and Remote Support Details
Local: (570) 851-0925
Fax: +1 (877) 800-9589
Customer Portal (for Managed Service Agreements)
*Contact for login credentials if you do not already have them.
One-Time Remote Support Session
We apologize for any inconvenience this may cause and we appreciate your understanding through this very difficult time. We wish you and your family may stay safe and well during this time, and know that ATS, LLC has your well being in mind.
Owner, Appel Technology Solutions, LLC