Fortis Service and Support Policy

General Information

Our general support hours are Monday to Friday, 8:00 am to 5:00 pm Pacific Standard Time. The fastest way to get support is to open a trouble ticket by sending an email to This automatically creates and routes a ticket to the next available technician.

You may also call us directly at 916-235-4200 option 2.

General Response Time Policy

For Service Contracts

Once a support ticket has been opened, you will be notified by email and a technician will be assigned to your ticket. Critical issues such as service interruptions and network down emergencies are handled as high priority and are typically triaged within one hour. All other support tickets are typically addressed within 24 hours.

Time & Materials Service Requests are addressed on a best-effort basis.

Hourly Labor Rates

Standard Labor Rate $175Standard Labor for remote support
Onsite Labor Rate$225Onsite labor. Minimum one hour.*
Emergency Labor Rate$250Off-hours and emergencies. Minimum one hour.

*Trip charges may apply