Technology for Business

Support Procedures

If you have a direct support arrangement with TFB and an issue arises, you can expedite resolution by gathering the right information and ensuring TFB technicians have the appropriate remote access to servers.

Use the following as a guide to help us address your support incident fast.

When You Have a Support Issue

To ensure fast resolution, make sure you have the right information.
1. A full description of the issue along with any related pilot, split, STN, or port numbers
2. If it is an intermittent issue
  1. When did it start?
  2. How often does it occur?
  3. Does it coincide with another action? Heavy traffic? Particular time of day?
3. If there is an error on a TFB Server desktop
  1. Take a screen shot by holding <alt> and pressing the <Prt Scrn> key then paste the clipboard into a MS Word file and email to support.
  2. If the system is not taking calls, the user may, at their discretion, reset the server (see documentation for procedure)
4. Any issue that requires direct intervention from a TFB technician
  1. Please ensure that the modem or VPN connections to the TFB server are connected and waiting,
  2. Please ensure that PcAnywhere is waiting on the VPN or modem
  3. Please also have your remote access information available such as passwords, modem number, and IP address for VPN
Contact TFB technical support using one of the following options...
1. Dial 877-612-4832 even if a technician does not answer, your voicemail is sent to all available technicians. BE SURE TO INCLUDE YOUR CONTACT INFORMATION IN YOUR VOICEMAIL!
2. Send an email to support@tfbc.com, and attach a screen shot if pertinent.
On followup correspondence, please refer to you support ticket number.