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Inlet's Support Center engineers provide answers to network administrators questions. When a client calls, the call coordinator checks the name of the caller against a database of contacts for that client. Only previously specified contacts can call Inlet's Support Center. The coordinator will open a trouble ticket in Inlet's Call Tracking System for tracking purposes, and give the client a Trouble Ticket number which allows a rapid access into the database for future calls on the same problem. The call is then passed on to an engineer for handling. Required information on the questions or problems will be entered into the system, as well as the specified solution to the question/problem.

The contract entitles a client unlimited access from 8:00 a.m. to 6:00 p.m. of the customers local time as standard, or 24 hour seven-day-a-week access is optional for direct telephone support. Clients in the midwest, mountain, west, and Alaskan time zones are given an "after hours" number to use outside of 8:00 a.m. to 6:00 p.m. EST hours of operation. All clients contracted have access to Inlet's Virtual Support Center 24 Hours a day.

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