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WaTech Support

If you need help with a technology issue, please contact our support team:


Support Center Operating Hours

Monday through Friday:  

6 a.m. - 8 p.m.

8 p.m. - 6 a.m. Automated on-call support

Saturday/Sunday/Holidays 

Automated on-call support

Process for escalating tickets

To help ensure customer needs are met as quickly as possible, WaTech has an internal process to escalate issues brought to our attention. There are four levels described below for escalating a ticket with the WaTech Support Center.  Each time a customer calls on a status of a request, the WaTech Support Center staff will escalate anywhere from Level 1, up to Level 4 – which is the highest level and includes life safety, security, and other critical issues. If an agency identifies a request as a critical issue, it automatically goes to Level 4.

Under the following levels, WaTech Support Center staff will:

Level 1: Contact the technician working the request to have them contact the customer. We also follow up with an email to the technician, manager and Support Center leadership team.

Level 2: Contact the service owner to have someone contact the customer as soon as possible. We will also follow up with an email to the technician, service owner, manager and Support Center leadership team.

Level 3: Contact the area Manager/Assistant Director to have someone contact the customer as soon as possible. We also follow up with an email to the technician, Manager/Assistant Director, service owner, and Support Center leadership team.

Level 4: Contact the Deputy Director to have someone contact the customer as soon as possible for emergent, life safety, security, and other critical issues. We will also follow up with an email to the technician, service owner, manager, deputy director and Support Center leadership team.