Contacting Support

If you are experiencing a critical/emergency issue, please call 216-916-0639.

(Do not email the fire department)

Below are phone and email instructions for requesting IT support from Calyx.
Business Hours Requests (8:00a-5:00p EST, M-F):

Phone

(for urgent/emergency issues)

Call 216-916-0639 and select option 1 during business hours to speak with a member of our support team and to open a service request

Off Hours Requests:
For emergency support, please call 216-916-0639 and select option 9.

  • Your call will be routed to our on-call technician, if you leave a voicemail, you will receive a call back in 1 hour or less
  • Please make sure to leave the following information if you reach the on-call technician voicemail:
    1. Your name
    2. The company you are calling for
    3. A brief description of the issue
    4. The best call back number to reach you
  • Note – Voicemails left in the general support mailbox outside of business hours will not be responded to until the next business day.

Email

(for standard/non-emergency requests)

Please include the following information:

  • Description of the issue in subject line
  • Details of issue in the body of the email:
    1. Impact of issues (you, multiple users, entire location or company)
    2. Any errors, messages or alerts you are seeing
    3. How long the problem has occurred
    4. If this is an update to an existing issue, or a new issue
    5. The best way to contact you (if by phone, please specify a number, and extension if required)
    6. The name of your computer, if available
    7. Send email to help@calyxit.com.
  • Please include screenshots of the issue, if possible
  • A ticket will automatically be generated and you will receive an email confirmation