Support
Every SG MediaTech client gets the same support promise — published here, word for word, so you can hold us to it.
“Support hours are Monday to Friday, 8:00am–5:00pm Pacific. Response times are measured during support hours; the clock pauses overnight and resumes the next business morning. Response means a person has read your request, told you what is happening, and given you a next step — not that the issue is resolved. Urgent means it affects the organization, not that it feels urgent; we may reclassify and will tell you when we do.”
| Priority | What it means | Response |
|---|---|---|
| Urgent | Affects the whole organization: email down, nobody can work, Sunday’s service at risk | Within 1 hour |
| Everything else | One person blocked, something broken with a workaround, requests, changes, questions | Within 4 hours |
Everything goes to support@sgmediatech.com — from anyone on your staff, about anything covered. No portals to learn, no phone trees, no “who do I ask about this?” Every request lands in one queue, gets classified, and gets a response inside the promise above.
Sundays are covered by preparation, not by panic: documented runbooks for everything that matters on a Sunday, and trained volunteers who know what to do when something misbehaves at 9:40am. That preparation is part of the plan — because a checklist in the booth beats a phone call every time.
Questions about coverage before you sign? Ask us anything — the honest answer is the fastest way to find out if we fit.