How to Get Help

A support request can be lodged to Dark Blue Technologies in of three ways.

Email

Email Us

Send an email to: support@darkbluetech.com

If you are not currently a Client of Dark Blue Technologies, we will not be able to assist until we negotiate a contract, whether it be limited to the issue or a long-term agreement.

Help Portal

Visit Our Online Help Portal

Visit the help portal from this link: https://darkbluetech.com/support/

Signing in to submit a help request requires a help portal account and password. This information is given to you during our onboarding process. If you need help accessing your portal account, please send an email to: support@darkbluetech.com.

Remote Management Software (Managed Clients Only)

If you have hardware managed by Dark Blue Technologies, you can submit a help request directly from your desktop via our remote management software.

1. Click on the Dark Blue Technologies Logo in the taskbar

In the bottom-right of your screen, you should see a Dark Blue Technologies logo. This may require you to show hidden icons by clicking on an upwards arrow in the bottom-right of your taskbar (see below)

taskbar image of the dark blue technologies logo

2. Click on the Submit Request option in the left-click menu

Once clicking on the logo, you will be presented with a few options. Click on the Submit Help Request text to open a new prompt to submit a ticket. Alternatively, clicking on Email Us will open your email client and allow you to send us an email.

3. Complete the form

Complete the form with as much detail as you can. This helps us with troubleshooting and responding to your issue quickly and effectively. Also, you can include a screenshot of your screen by clicking the “Include an image of my screen” if it relates to your issue. Be sure to close out any sensitive information if sending a screenshot, as our techs will be able to see all screens in the moment you send the screenshot.

General Terms and Conditions

These are our general terms and conditions. Your agreement may specify different terms or arrangements, with the agreement taking precedence unless otherwise stated.

1. Scope of Services

1.1 Services: The Managed IT Services (“Services”) provided by Dark Blue Technologies (“Service Provider”) to the client (“Client”) are outlined in the Service Agreement signed by both parties.

1.2 Changes: Any changes to the scope of services must be agreed upon in writing by both parties and may result in adjustments to the service fees.

2. Service Fees and Payment Terms

2.1 Fees: Client agrees to pay Service Provider the fees specified in the Service Agreement.

2.2 Invoicing: Invoices will be sent on a Monthly basis (unless other arrangements have been made with the Managed IT Services agreement between the Service Provider and the Client) and are due within 30 days of receipt.

2.3 Late Payments: Late payments may incur interest charges of 10% per month.

3. Term and Termination

3.1 Term: The initial term of this agreement is 12 months, unless specified otherwise in the Service Agreement.

3.2 Termination for Convenience: Either party may terminate this agreement with 90 days’ written notice.

3.3 Termination for Cause: Either party may terminate this agreement immediately in the event of a material breach by the other party.

4. Confidentiality

4.1 Confidential Information: Both parties agree to keep confidential any information marked as confidential and to use it only for the purpose of fulfilling this agreement.

4.2 Exceptions: Confidentiality obligations do not apply to information that is publicly available or becomes known to the receiving party through other lawful means.

5. Liability and Indemnification

5.1 Limitation of Liability: The total liability of either party for any claim arising out of this agreement will not exceed the total fees paid by the Client under this agreement.

5.2 Indemnification: Each party agrees to indemnify and hold the other party harmless from any claims, damages, or liabilities arising out of their breach of this agreement.

6. Governing Law

This agreement is governed by the laws of Michigan and the United States of America.

7. Miscellaneous

7.1 Force Majeure: Neither party will be liable for any delay or failure to perform its obligations due to causes beyond its reasonable control.

7.2 Entire Agreement: This agreement constitutes the entire understanding between the parties and supersedes all prior agreements.