Support launchpad
Pick the fastest route for what you are dealing with. Severity, not politeness, decides which one you should use.
Emergency / Production Down
Systems down, ransomware suspected, no email, no phones, no network. Call immediately, any hour. A live engineer answers, not a queue.
(732) 743-5472 →Get Remote Support
Start a screen-sharing session so an engineer can drive your machine while you watch every click. Nothing runs without you approving it.
Start a session →Open a Ticket
Something broken but not stopping work, a request, a new user, new hardware, or a question. Tracked, prioritized, and answered.
Submit a ticket →Text Us
Fastest route for a short question or a photo of an error message. Same number, real people.
Text (732) 743-5472 →AI Support Agent
Common issues resolved automatically on approved systems, 24/7, with a full audit log of every action taken. Escalates to a human the moment it is out of scope.
How it works →Service Status
Before you troubleshoot: check whether Microsoft 365, Google Workspace, or a major provider is having the outage instead of you.
Check status →Billing & Invoices
Pay an invoice, request a copy, update payment details, or ask a billing question. Handled by a person, not a portal you have to fight.
Billing options →Self-Help Guides
The fixes we walk clients through most often. Try these first and you may not need us at all, which is the point.
Open the guides →Client Portal Login
Ticket history, asset inventory, and documentation behind a login. Being rolled out to managed clients now. Ask us to enable your account.
Request access →Start a remote session
Two rules, always. We tell you before we connect, and you can see everything we do. There is no hidden or unattended access on a workstation without it being in writing in your agreement.
Call or text first
Reach us at (732) 743-5472. The engineer confirms who you are and what you are seeing before anything connects, which is also how we keep a support call from being an attacker's easiest route in.
We send you a one-time link
A single-use session link, sent to your verified email or by text. It expires after the session. If someone claiming to be us sends a remote link you did not ask for, hang up and call us on the number above.
You watch the whole thing
Your screen stays visible to you, you can end the session at any moment, and every action is logged. Sessions on systems holding regulated data are recorded and retained.
You get the write-up
What was wrong, what we changed, and what prevents it recurring. It lands in your ticket history rather than in one technician's memory.
We do not call out of the blue about a virus on your computer, we never ask for a password, and we never ask you to install remote software over the phone unless you opened the ticket. If that call happens, it is not us. Hang up and call (732) 743-5472.
Open a support ticket
For anything that is not stopping work. If it is stopping work, call (732) 743-5472 instead, because a phone call beats a form every time on severity.
Is it you, or is it them?
Check the provider first. A surprising share of "our email is broken" turns out to be a platform-wide incident, and knowing that in thirty seconds saves everyone an hour.
Try these first
The steps we walk people through most often. If one of these fixes it, you just saved yourself a ticket.
- Nothing works at allPower cycle in order and wait between each step: modem, then firewall or router, then switch, then your computer. Give each one a full minute before the next. Out of order is why this often fails to help.
- Email stopped sending or receivingCheck the provider status links above first. Then confirm you are actually online, check whether your mailbox is full, and look in Junk for the missing message before assuming it never arrived.
- Printer is offlinePower cycle the printer, confirm it holds the same IP address it had before, and clear the print queue. A printer that changes IP after a power outage is the single most common cause.
- Everything is slowRestart the machine properly rather than closing the lid. Uptime of several weeks with dozens of browser tabs explains most slowness we get called about.
- You got a suspicious emailDo not click, do not reply, do not forward it to a colleague. Forward it to us and delete nothing until we have looked. If you already clicked, call (732) 743-5472 now, not tomorrow, because the first hour matters more than the next week.
- Locked out of your accountDo not attempt more logins, that extends the lockout. Call or text us and we will verify you and reset it. We will never ask you for your password to do it.
- Wi-Fi keeps dropping in one spotNote the exact locations and times and send them with your ticket. A pattern in the data is what turns a vague complaint into a fixable coverage problem.
- New hire startingGive us the start date, the name, the role, and who they should have the same access as. Five business days notice means their machine and accounts are ready on day one.
Invoices and payments
Straightforward, and handled by a person. No portal maze, no automated dunning emails from a system nobody monitors.
Pay an invoice
Every invoice carries a direct payment link. If you cannot find it, email sales@cloud-guardian.com and we will reissue it. We will never send new payment details by email without you confirming the change with us by phone first.
Request a copy or a W-9
Duplicate invoices, statements, W-9, certificates of insurance, and vendor onboarding paperwork. Usually same business day.
Question a charge
Ask. Every line on our invoices maps to a ticket, a project, or an agreed recurring item, and we will show you which. If we got it wrong we correct it, we do not defend it.
Change your plan
Adding people, adding a location, or scaling down. No minimums and no long lock-in means changes take effect on the next cycle instead of at a renewal date twenty months away.
How support actually works
What are your support hours?
Monitoring and emergency response run 24/7, every day of the year. Standard requests are handled during business hours, and P0 or P1 issues page an on-call engineer regardless of the hour.
How fast will someone respond?
Phoned-in P0 and P1 issues reach a live engineer immediately. Tickets are triaged continuously, with the AI agent resolving common in-scope issues within minutes and everything else routed to an engineer. Response commitments for your specific agreement are written into it rather than implied.
Do I have to use the portal, or can I just call?
Call. We are not the kind of provider that hides behind a ticket system. The portal exists because some people prefer it and because a written record is useful, not because we want a buffer between you and an engineer.
Can you get onsite if remote cannot fix it?
Yes. Middlesex and Somerset County is typically same business day and often same hour. The wider Tri-State area is same or next business day depending on severity.
What if I am not a client yet?
Call anyway. If you are in the middle of an incident we will tell you honestly whether we can help and what it costs. Otherwise start with a free assessment and we will show you what your environment actually looks like.
Is there an authenticated client portal with ticket history?
It is rolling out to managed clients now, covering ticket history, asset inventory, and your documentation. Request access and we will enable your account.
cGuard Security SuiteTM
Support that answers.
If this is what you wish your current provider looked like, book a free assessment and we will show you what switching actually involves.