Client Support
On this page, you can submit requests, find information, and get tips. During standard support hours, we are open from 8 am to 6 pm Eastern Standard Time (excluding holidays). Our emergency support support is available by phone 24/7/365.
Before You Submit a Ticket
Restart Your Computer. Many computer problems can be resolved quickly by restarting your computer. In fact, restarting once a week will help your computer run faster.
Narrow the Scope. We can resolve issues faster if you narrow the scope. For instance, if you think the internet is down, try another website or ask a co-worker. Oftentimes, the issue is with a specific website or computer.
Find the Asset Tag. For faster service, include the asset tag number in your ticket. The most common locations include the bottom left corner of your laptop screen, or somewhere on your computer tower. We will supply one for you if your computer does not have one. See the next section for more information.
Fulfill your request Faster
Submit a Ticket Online
If you submit a ticket online by going here, it will be automatically assigned to a technician.
Be Descriptive
If you provide details about your issue in the ticket we can often start troubleshooting right away. If not, we may have to reach out to you for those details before we can troubleshoot. We know you’re busy and we know you’re not always available when we reach out. Taking a few extra seconds on the front end will save us both time.
Collaborate
Some requests require collaboration between you and our team. We ask that you respond as soon as possible for faster service.
FIND YOUR ASSET TAG
The asset tag is a 0.75” by 1.5” blue and white sticker on your computer. The numbers represent the identification for your computer so we easily find your machine. This allows us to begin helping you as quickly as possible.
If you have a laptop, the asset tag should be in the left hand corner of your screen or located next to the mouse pad. If you have a desktop computer, check the upright side of the tower for the tag. See below for typical locations.
If your computer does not have an asset tag, we can supply one for you. In the meantime, contact us and we can assist you.
FAQ
While you can certainly contact us, our support is limited as we do not manage those applications. For MatrixCare, call (866) 287-4987. PointClickCare can be reached by emailing helpdesk@pointclickcare.com or calling (877) 722-2431.
Try rebooting your machine. If restarting your computer does not resolve the issue, please submit a ticket.
For most password resets, click on the “Forgot Password?” link on the login page.
If you are having issues with resetting your MatrixCare or PointClickCare passwords, contact their support. MatrixCare is available by phone at (866) 287-4987 and PointClickCare can be reached at (877) 722-2431.
Forward any spam emails to spam@LTCsystems.us.
If you believe you have a received a malicious email, do not click or download anything. Forward the email to spam@LTCsystems.us.
If multiple people in your facility are experiencing the same issue, it is now an emergency. Contact our support by calling (855) 582-7875.