Welcome to Nwaj Tech

Please Note: We will not contact you asking to remotely access your computers/servers, or for any of your passwords. If you receive an unsolicited request for remote access from someone, or a request for account credentials immediately contact us at 203.680.8151 to assist.

Please add help@nwaj.tech to your allow list. Our ticketing system will send updates to you via email. It may go to spam/junk if not added to your allow list. Here’s a link to help you add help@nwaj.tech to your allow list.

Client Focused – Security Minded – Proactive IT

We are so excited to partner with you in your business. We know you didn’t take your decision to trust Nwaj Tech with your IT Support lightly and appreciate that you decided to work with us. We do not take that decision for granted and will do everything we can to continuously earn your business.
This document serves as a handbook/guideline/onboarding tool. Our goal is to make your transition to Nwaj Tech as simple as possible.
This is a living document and will be updated frequently.
All of our contact information is below. We encourage you to reach out to us with any concerns. You can also join our Discord Channel to ask questions, stay up to date with cyber news, and get the newest tech tip.
If you have any questions about what we’re going to be doing for your business you can also contact your head of IT.
Please complete the Proactive IT Client Intake form by clicking here

What Qualifies as an Urgent Request

At Nwaj Tech we strive to be responsive and address all support requests as quickly as possible. Our response time is under 30 minutes for all raised support requests, and time to resolution is often under 10 minutes.
While we appreciate all support requests may seem urgent in nature we are careful to prioritize truly urgent matters as a high priority. In other words, we will address urgent matters immediately while other support requests will be addressed in the order they are received.

What Qualifies as Urgent?

  • Network Down
  • Production Server Offline
  • Loss of productivity due to a technology issue
  • Identified Malware including Ransomware, Virus, Popups, or other malicious software (note we are closely monitoring for this and are probably already aware and addressing it).
  • Potential Data Breach
If any of these issues arise you should call 203.680.8151 immediately. 

How to Request Support/Submit a Ticket

At Nwaj Tech we believe our Proactive IT clients should communicate with us in whatever manner they are most comfortable with. We make it as easy as we can to submit a request for help. Here are your options:
  • email us at help@nwaj.tech (this will open a ticket in our ticketing system). Please be descriptive
  • submit a ticket by going to nwajtech.com and clicking Help Desk on the top left. This will also enter a ticket automatically
  • text us at 475.343.3644
  • call us at 203.680.8151 or 475.343.3644
If this needs immediate attention (data breach, lost productivity, malware) please call us at 203.680.8151.
Please be advised that other methods of communication may not get the same response time due to staffing and scheduling.

How to Request Access to a Program, Application, or Plugin

Hours of Operation

Nwaj Tech is available 24/7/365 for critical issues. All other support issues should be raised during normal hours of operation.
  • Monday 7 am to 9 pm
  • Tuesday 7 am to 9 pm
  • Wednesday 7 am to 9 pm
  • Thursday 7 am to 9 pm
  • Friday 7 am to 9 pm
  • Saturday 9 am to 1 pm
  • Sunday Closed
We are closed for help desk support on:
  • New Years Day
  • Martin Luther King Jr. Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Thursday & Friday
  • Christmas Eve and Christmas Day

Required Technology

Line of business applications will be reviewed and discussed during the onboarding process

Service Level Agreement Response Times

Software Patching and Updates

Software Patching & Updates typically occur on Friday nights. Please ensure all important items are saved as your computer may be rebooted during the update process. We will begin the update process after your business is closed for the day.
If your business is a 24 hour business we will coordinate the best time to install updates and reboot.
If your computer is offline when updates are released it will be installed the next time it is online. We encourage you to keep your computer on and ready to be rebooted to avoid potential lost productivity the next time you’re scheduled to work.
If there is a critical, actively exploited vulnerability that needs immediate attention we will coordinate with the point of contact at your business to ensure an efficient update process that addresses the immediate risk.