Support

Paid Technical Support

The Top Floor offers support from our certified network professionals to select businesses and organizations in Vermont and the Champlain Valley of New York for on-site and remote IT support. Our engineers and technicians specialize in server-based networks with a primary focus on the Microsoft Windows platform.

If you are NOT yet an established client, please see our Solutions page and contact us at 1-800-290-4979 for more information. To ensure we provide the best service to our existing clients, we limit the number of new support clients we take on.

If you ARE already one of our paying clients and need support, please choose from one of these options:

  • Email: Support@TheTopFloor.com
  • Phone: 802-388-1600
  • Remote: A Top Floor technician can log in to the PC you’re using and take over for you, to quickly identify and resolve your issues. Call us first at 802-388-1600 then enter the 6-digit PIN provided by our technician in the box on the right.

IMPORTANT: To ensure the quickest response, please use this generic email address and phone number every time you contact us for support. Even if a specific technician usually provides your service, occassionally he or she will be away without email or voicemail access for extended periods of time – and this can happen suddenly without notice, such as when another client requires immediate on-site attention. All our technicians make notes in our ticket system every time they work on a case, so any of us can be instantly knowledgeable of the issue(s) you’ve experienced and previous troubleshooting that’s been done. If you prefer to work with a specific technician, just let us know and we can usually accommodate this, but please use the general contact info above every time to ensure a timely response.

Order Management, Invoicing, and Returns

The Top Floor monitors your open orders to avoid stock or delivery issues. We contact our distributors daily to ensure your orders are prioritized, seek other sources when items are back-ordered, and track shipments to ensure timely deliveries. We also help with returns or exchanges if you’re not fully satisfied, and assist with invoicing and other issues.

For all issues regarding existing sales orders please email Orders@TheTopFloor.com or call us at 802-388-1600.

Manufacturer Support


If your warranty has expired, you may be eligible for a post-warranty service plan from the manufacturer, and The Top Floor can provide this at the lowest price – lower than the manufacturers themselves. Please contact us with your product and serial number for more information.

The Top Floor has your back

If you’re ever unhappy with the support provided by the manufacturers of anything we sell, The Top Floor will step in to make it right. If possible, please request a case number from the manufacturer’s technical support and provide this number to us. We have managerial contacts at manufacturers that we can call to expedite a resolution. We’ll advocate on your behalf, and/or provide our own support. Your satisfaction is our top priority.