Welcome to Nwaj Tech
Please Note: We will not contact you to access your computers/servers remotely, or to request any of your passwords. If you receive an unsolicited request for remote access from someone or for account credentials, immediately contact us at 888.912.9237 for assistance.
We will also never ask you to "Approve" a software or computer update in a pop-up. The only pop-up you may receive is a warning that your computer will reboot for updates. No action is required on your part if you receive this alert. At no time should you click install or allow on any unsolicited application or script.
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 allowed list. Here's a link to help you add help@nwaj.tech to your allowed list.
To better serve you please complete the intake form at by clicking here.
If you are expecting an on-site visit from an Nwaj Tech employee, they will have an ID card similar to the one below. Compare this to their driver's license. Text #verify to +18339864765 to confirm the identity of your Nwaj Tech technician. Both you and the technician will receive a 6-digit code. Confirm that the code is the same by having the technician read his code to you. If you are satisfied with the confirmation process, simply text #confirm to the same number.
If you would like an invite to our Slack Channel, please email hello@nwaj.tech with the subject line Add Me to Slack
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 earn your business continuously.
This document serves as a handbook/guideline/onboarding tool. We aim 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 updated with cyber news, and get the newest tech tips.
If you have any questions about what we'll 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 the time to resolution is often under 10 minutes.
While we appreciate that all support requests may seem urgent in nature, we are careful to prioritize truly urgent matters as high priority. In other words, we will address urgent issues 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 for the entire business (ie, a line of business application is not working)
- Identified Malware, including Ransomware, Viruses, Pop-ups, or other malicious software (note we are closely monitoring for this and are probably already aware of and addressing it).
- Potential Data Breach
If any of these issues arise, you should call 888.91.CYBER (29237) 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:
- Please email us at help@nwaj.tech (this will open a ticket in our ticketing system). Please be descriptive
- Submit a ticket by visiting nwajtech.com and clicking 'Help Desk' on the top left. This will also automatically create a ticket. You can also navigate directly to helpdesk.nwajtech.com
- Text us at help@nwaj.tech
- Call us at 888.91.CYBER (29237)
If this needs immediate attention (data breach, lost productivity, malware) please call us at 888.912.9237.
Please be advised that other methods of communication may not get the same response time due to staffing and scheduling.
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
How to Report a Phishing Email
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 Year's 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 and updates typically occur on Saturday at 3:00 a.m. Please ensure all critical items are saved, as your computer may be rebooted during the update process.
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.
Suppose there is a critical, actively exploited vulnerability that needs immediate attention. In that case, we will coordinate with the point of contact at your business to ensure an efficient update process that addresses the immediate risk.