Call, for anything urgent
Dial (831) 204-0501. This is the same number for sales and support because there is one engineer behind it. If your systems are down, say so first and the call jumps the queue.
Systems down, locked files, or a breach in progress? Stop reading and call (831) 204-0501. Emergencies get triaged first. What to do in the first ten minutes
Get Support
Something broken? Here is every way to reach us, ranked by how fast you need an answer. There is no phone tree, no tier-one script, and no queue of strangers. The person who picks up is the engineer who set up your systems, and it is the same person every time.
Rated 5.0 across 26 Google reviews, trusted by businesses across Monterey County since 2021 and beyond.
Start a remote session
When we are on the phone and the problem is on your screen, the fastest fix is to let us see it. Click the button below, enter the session code the engineer gives you, and we are on your machine in under a minute while you watch.
On the phone with us? Join here:
Start remote session- Call us first at (831) 204-0501. Remote sessions always start with you on the phone, never unattended.
- Ask for the session code. The engineer reads you a short code on the call.
- Click the red button above and type the code into the box on the page.
- Run the small file that downloads and click Yes when your computer asks for permission.
- Watch the fix happen. You see everything we do, and the session ends when the call ends.
Security note: we will never call you out of the blue and ask you to enter a session code. If someone claiming to be IT support cold-calls you and wants remote access, hang up and call us at the number above.
Three ways to reach us
Pick whichever is fastest for the person having the problem. All three land with the same engineer.
Remote session, for anything on a screen
Most problems are solved faster with eyes on the machine. On the call, go to support.ghosxt.com and enter the code the engineer gives you, and we start a secure screen-share session so you can watch the fix happen instead of describing the symptom twice. Nothing is installed permanently and the session ends when the call does. Step-by-step instructions are above.
Portal or email, for anything that can wait
Open a ticket at ticket.ghosxt.com or email us and it becomes a tracked ticket automatically. You get a ticket you can follow rather than a request that quietly disappears. Best for the "when you get a chance" items that should not get lost.
Our hours, and what happens after you reach out
Routine support runs 8am to 6pm Pacific, Monday through Friday. Requests that come in during those hours get a same-business-day first response, and most are resolved in the same conversation.
Outside those hours, monitoring keeps running. The 24/7 security operations center watches for critical security events around the clock and escalates them whether or not anyone has filed a ticket. Genuine emergencies reach the engineer directly rather than a voicemail box.
Here is what happens once you reach us. We confirm what broke and who it affects. Anything that stops work for the whole company goes first. Anything that stops work for one person goes next. Anything that is annoying but survivable gets scheduled. You are told which bucket you are in, so you never have to guess whether your request was heard.
- Company down. Immediate, everything else stops.
- One person blocked. Same business day.
- Request or question. Scheduled, tracked in the portal.
- Project work. Moves out of the support queue into a planned project.
Not a client yet?
This page is for the businesses we already look after. If you are evaluating IT support, start with a free 30-minute assessment or read what everything costs. Our pricing is published, which means you can compare us before you talk to anyone.
Five things worth trying first
None of these are required. Call us any time. But these five resolve a surprising share of what comes in, and you might be back to work in ninety seconds.
- Restart the machine, fully. Not sleep, not close the lid. Shut down and power back on.
- Check whether it is only you. If a coworker has the same problem, say so when you call. It changes the diagnosis immediately.
- Sign all the way out of Microsoft 365. For Microsoft 365 and Outlook, sign out completely and sign back in before assuming the account is broken.
- Confirm the network. For printers and Wi-Fi, confirm you are on the office network and not a guest network or a phone hotspot.
- Capture the exact error. Write down the exact error text or take a photo of the screen. The wording matters more than the description.
When it needs hands on it
Most support issues are solved remotely, but some things need a person standing in front of the hardware: a dead switch, a failed workstation, a new-hire desk setup, a network drop. We go on-site across Salinas, Monterey, Watsonville, Santa Cruz, Hollister, Seaside, Marina, Pacific Grove, Carmel, Gilroy, and San Jose. Outside that radius, remote support covers the rest of the country the same way it covers most issues here: fast, and without anyone needing to be in the room.
Support FAQs
Who actually answers when I call?
The engineer who runs your environment. There is no tier-one layer, no offshore queue, and no script. You get the same person each time, which means you never re-explain your setup.
What counts as an emergency?
Anything that stops the whole business: systems down, a server offline, email dark, files encrypted, or a suspected breach. Those get triaged ahead of everything else. If you are unsure, call and say what is happening. We would rather sort it out with you than have you sit on it.
What happens outside business hours?
Monitoring and the 24/7 security operations center keep running and escalate critical security events regardless of the hour. Routine requests filed overnight are picked up at the start of the next business day.
Do I have to use the portal, or can I just call?
Call. The portal exists so nothing gets lost and so you can see status on your own, not to put a form between you and a person.
How do I start a remote session?
Call (831) 204-0501 first. On the call, the engineer gives you a short session code. Click the Start remote session button on this page (or go to support.ghosxt.com), enter the code, and run the small file that downloads. You watch everything, and the session ends when the call does.
Can you take over my screen without asking?
No. Remote sessions are started with you on the call and end when the call ends. You watch the whole thing.
I am not a client. Can I still get help?
For a one-off, yes, at the published hourly rate on our pricing page. If it keeps happening, a managed plan is almost always cheaper than paying by the incident.
Still stuck? Call.
(831) 204-0501, 8am to 6pm Pacific. Or open a ticket and we will pick it up the same business day.