If you ARE able to log into Windows:

Just click the "Get Support" icon on your Windows desktop to go to our JPCI HelpDesk support portal, where you can submit a new support ticket (or look up existing or closed tickets).
NOTE: If this is your first time submitting a ticket to our portal system, you MUST click the "Sign Up" button in the upper right to create your user account. You will receive a verification email (to verify that the email address you entered is one you can use to receive email), and when you click the verification link in the email, you will be directed to the portal and asked to choose a password. You should use your business email address and password, as our system rejects any email domain not belonging to a JPCI client in order to avoid having spam create support tickets. (If you are currently unable to receive email sent to your company email address, just include a usable email address in your ticket description and we will "CC" that email address.)

If you ARE NOT able to log into Windows: (PC dead, forgot password, network down, etc.)

Click the "Help" icon at the top of this page (the one with the hand pointing to it). See the NOTE above if you have never submitted a support ticket to our portal. If you do not have a current and valid JPCI HelpDesk contract, you will be invoiced at the rates listed on our Services page.

Why we REQUIRE using the HelpDesk for support:

    JPCI is able to provide unlimited flat-rate tech support to all clients because we keep our overhead costs down:

  • We work out of our homes rather than paying costly rent and utilities for an office in a business district
  • We use sophisticated automated software to monitor and manage your systems and correct most problems automatically before you even know you had a problem
  • We use the support ticket system to keep us focused on your needs... phone calls, texts and emails don't create a detailed log of your problem and don't remind us that you're still waiting for a resolution (our JPCI HelpDesk app, on the other hand, DOES). Support tickets record every detail and every conversation related to your problem, and the support ticket database can be searched to find similar past problems and how they were resolved
  • We don't have a receptionist on staff to answer your calls, texts or emails... that means that the ONLY way for techs to get your urgent support requests is for you to submit them via our support portal so they get an alert via the HelpDesk mobile app. They can't stop work every five minutes to check email, voicemail, texts and such to see if someone needs them more urgently than the client they're already helping... the JPCI HelpDesk automatically prioritizes tickets based on the level of urgency assigned by the client and alerts the techs accordingly. Hiring a receptionist to take support requests by phone would double everyone's monthly contract cost.

If it's NOT an emergency:

  •  Feel free to call our office number (541-410-2979) and leave a voicemail... we check voicemail just before opening each business day. If we're in the office and not already on the phone providing tech support, we will answer calls from any client (but unknown calls go straight to voicemail, LOL). Be aware that our office number is a landline, so if you text it, there's no way for us to view the text.
  • Emails are also for non-emergency messaging... send questions that don't require support to john@jpci.com. If it requires support, you can send an email to helpdesk@jpci.com, and this will automatically create a support ticket BUT IT WILL HAVE A DEFAULT PRIORITY OF "LOW" and will be answered during business hours after all higher priority tickets have been resolved, so this is only for support requests that can wait until we get to them.