Support should be easy to request and clear to understand.

Support requests may be submitted through the support option on a managed device, through the Client Support Portal, by email, or by contacting the support team directly.

• Portal: Client Support Portal
• Ticket email: support@ctl.rmmservice.com
• Support email: support@culligantech.com
• Telephone: (785) 310-3467

Include the affected person, device, system, or location; a clear description of the problem; when it began; the business impact; any error messages; and the best method and time for follow-up. Do not send passwords, authentication codes, or other secrets.

Authorized users can submit and monitor support tickets, communicate with technicians, and view permitted information for assigned devices. Additional functions may be granted according to organizational policy, assigned role, and service scope.

Yes. Secure remote assistance may be used for troubleshooting, maintenance, configuration, and remediation. Remote access is controlled, logged, and limited according to service scope, organizational policy, and business need.

Services include managed IT and cybersecurity, managed cloud services, business phone services, endpoint and server management, network oversight, security monitoring, patching, backup, recovery planning, and operational support.

Yes. A fully managed model assigns broader day-to-day operational responsibility to Culligan Technology. A co-managed model allows an internal technology team to retain defined responsibilities while we provide additional monitoring, security, administration, or support.

Yes, when appropriate. Customer access is based on the service, assigned role, organizational policy, security requirements, and the responsibilities defined in the agreement. Access can support self-management or collaboration with our team.

Certain security capabilities may be provided as standalone, co-managed, or fully managed services. Available options depend on the environment, required level of response, management responsibilities, and selected service scope.

Security activity is evaluated through monitoring and protective controls. Depending on the management level and service agreement, alerts may be contained automatically, investigated by security personnel, escalated to the customer, or coordinated with the organization’s internal team.

Customer data managed through our standard services is stored within the United States. We prioritize data residency and use service providers that align with this requirement whenever possible. Specific data locations may also depend on the selected service and customer configuration.

The customer retains ownership of its data and intellectual property. Culligan Technology does not claim ownership of customer information or intellectual property managed through the service relationship.

Protection may include encryption, access controls, role-based permissions, secure administration, logging, monitoring, backup, and oversight. The specific controls depend on the system, service, customer requirements, and selected management level.

Available options may include file-level protection and full-system image backup for supported endpoints, servers, and workloads. Backups can be encrypted, scheduled, monitored, and centrally managed according to the service configuration.

Recovery may include restoration of individual files or folders, application data, or a complete system image. Available restoration methods depend on the protected system, retention policy, service configuration, and recovery objective.

Backup frequency is based on business requirements, system importance, data-change rate, recovery objectives, storage requirements, and the selected service. Schedules may include daily or more frequent protection.

Authorized users may be granted restoration access for assigned systems when supported by the service and approved by organizational policy. Permissions are role-based and may be restricted to specific devices, data, or restoration functions.

Culligan Technology uses three management levels: Core, Advanced, and Assured. These levels provide increasing depth of management, security oversight, response capability, reporting, and operational involvement.

Response targets are based on the applicable agreement, management level, issue severity, business impact, and support coverage. Critical service or security issues receive priority handling, while routine requests are addressed according to the defined service targets.

Yes. Covered systems may be monitored for availability, performance, security activity, backup status, patching, and operational issues. Monitoring scope and response actions depend on the selected services and management level.

Qualifying managed service coverage may include 24/7 remote security operations. The included monitoring, investigation, containment, escalation, and response activities are defined by the management level and service agreement.

Remote access may be enabled when approved by the organization and supported by the service. Access should use secure authentication, role-based permissions, monitoring, and restrictions appropriate for the user, device, system, and business need.

Permissions are granted according to role, business need, organizational authorization, assigned devices or systems, and the service agreement. Access can be limited, reviewed, changed, or removed as responsibilities change.

Remote support activity is controlled and logged through the applicable management platform. Access is intended for authorized troubleshooting, maintenance, configuration, remediation, and support activity.

Onboarding typically includes discovery, documentation, asset and access review, deployment of approved monitoring and security capabilities, backup configuration, validation, issue identification, and alignment with the agreed operational and security baseline.

Timing depends on the number of users, devices, servers, locations, applications, integrations, existing documentation, access readiness, and project complexity. The onboarding plan is structured to reduce disruption while establishing reliable management and a secure baseline.

Offboarding is coordinated according to the agreement and may include access removal, transfer of available documentation, transition of administrative responsibility, handling of customer data, removal or reassignment of management components, and confirmation of the effective service-end date.

Pricing is based on the selected services, management level, users, endpoints, servers, locations, workloads, data, integrations, operational responsibility, security coverage, and support requirements. Final pricing is documented in the applicable proposal or agreement.

Agreement terms vary by service, deployment, investment, and customer requirement. Available term and renewal options are documented in the proposal and service agreement.

Changes are reviewed according to the service agreement and may affect licensing, management effort, billing, security scope, or support responsibility. Material changes should be communicated promptly so service records and coverage remain accurate.