Frequently Asked Questions
How To Get Assistance
Note: If you have not had a problem "all day" and just now discovered a
problem, we suggest that you check our network status page to make sure you are not experiencing the results of a planned outage (upgrade, maintenance) or the results of an unexpected outage effecting the entire network.
For simple matters which can be answered via email please send your concerns to
support@lek.net. Email concerns will be replied to as quickly as possible, and sometimes after hours. If you need an immediate response we highly suggest you contact us by telephone.
Please note: if you are having email problems you should contact us by telephone,
not by email.
For concerns which will require telephone support please be sure to have your username available (it's the same as your email address), your account number, and other information which we can use to verify your account. We can be reached between 9am and 5pm Monday through Friday with various holidays off.
If you are having problems after-hours we highly suggest you read the
frequently asked questions above and try to solve the problem yourself. Technical Support can be reached by calling (330) 762-2040.
Configuration issues are very hard to solve over the telephone. If you are unable to figure out a configuration issue with the information provided above we may ask you to bring your computer into LEK's offices in Akron, Ohio.
LEK frequently offers a free service to LEK dialup customers where we will be glad to attempt a configuration repair in our office. This service is done by our qualified technicians at LEK Computers. If we determine that you need work which exceeds the scope of our free offer we will inform you before begining any work, although this
seldom if ever occurs.
Please note: If you are looking for technical support beyond the scope of connecting to our network or getting to the Internet we can not provide you with assistance.
Hardware support for your computer is not provided unless you purchased it from LEK Computers or your company has a support contract with LEK. Our on-site billable rate is $85-$135 per hour depending upon type of services required and our in-store rate is $65 per hour.
If you have questions about this policy please do not hesitate to contact us.
After Hours Support Options
Enhanced Business Customers who need twenty-four hour support can work with LEK to establish a support contract. You will be provided with a pager contact number for a technician. If our technicians come on-site for you after hours you will be billed $125 per hour by the technician.
If you are a co-location customer not in the twenty-four hour facility and you need access to your equipment after hours you will need this service. If LEK experiences a network outage and staff is already on-site after hours this fee will not apply. If you need to work on your equipment after hours and plan the maintenance in advance,
LEK can work with you to schedule your work without charging this fee.
Contact us for more information.
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