Get Remote Support
Connect with a Charles IT technician for hands-on help with an active IT issue. Open this tool when our team asks you to begin a remote support session.
Your Client Success Center
Get to the Charles IT portals, support tools, and account resources you use most, all from one clear starting point.
Everything You Need, Where You Expect It
The Charles IT Client Success Center brings your essential client tools together in one place. Start a support session, connect to your work desktop, review service activity and account details, or find the client resources you need without hunting through old bookmarks.
98.7%
Client Experience Score
<30 sec
Time to Acknowledge Issue
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Looking for Something Else?
Browse practical guidance in the Charles IT Knowledge Center or contact our team if you are unsure which resource to use.
Support Still Starts With a Person
A portal is useful. A team that knows your environment is better. Charles IT combines convenient client tools with responsive, personal support, so the technology never becomes a barrier to getting help.
Frequently Asked Questions
If you’ve got questions, we can help.
Call in and talk to a US-based, real person on our customer service team.
1 (860) 344-9628 Middletown, CT
1 (203) 363-0011 Stamford, CT
1 (757) 420-5150 Chesapeake, VA
1 (401) 272-9262 Providence, RI
How do I submit a support request?
You can submit a support request through our support portal, by email, by Teams Chat, or by calling our Service Desk. If you’re unsure which option is best, we’ll help route your request to the right team.
Where can I check the status of an open ticket?
You can view ticket updates, communicate with our team, and monitor progress directly through the client portal. You’ll also receive updates via email as work is completed.
How do I access my client portal?
Select the appropriate portal link in the Client Center and sign in using your provided credentials. If you’re having trouble accessing your account, our team can help you regain access.
Where can I find important documents and resources?
The Client Center includes links to commonly requested resources, documentation, onboarding materials, cybersecurity guidance, and other helpful tools available to your organization.
How do I report an urgent issue?
For emergencies or business-critical issues, please call our Service Desk directly. Calling ensures your issue receives immediate attention from our team.
How can I request a new service or project?
If you need assistance beyond day-to-day support, you can submit a request through the portal or contact your account team. We’ll work with you to understand your goals and recommend the best next steps.
What if I can't find what I'm looking for?
No problem. Give us a call or reach out to your Account Manager/vCIO directly and we’ll help you get where you need to go. If a resource is missing, we’ll do our best to make it easier to find in the future.