Customer Support — 24/7/365 from a U.S. engineering team
BrickStor customers get round-the-clock phone and email support for production incidents, plus a customer portal with the knowledge base, release notes, user guides, SLA guidelines, and software downloads. Engineered, hardened, and supported by RackTop's own U.S.-based team.
Four ways to get help
Use the channel that fits the urgency. Portal and email for routine work; phone for production incidents.
Customer Portal
support.racktopsystems.com
Open tickets, browse the knowledge base, download user guides and release notes, and review SLA guidelines. Customer login required.
Email Support
support@racktopsystems.com
For non-urgent requests, questions, or to attach diagnostic information. Replies follow the response targets in your SLA.
Phone — U.S.
888-472-2586
Toll-free in the United States. Available 24 hours a day, 365 days a year for production incidents.
Phone — International
+1 443-276-6973
Direct dial for customers outside the United States. Same 24/7/365 coverage.
Round-the-clock, U.S.-staffed
24 / 7 / 365 incident coverage
Phone and email support are available around the clock, every day of the year, for production incidents on supported BrickStor platforms.
Normal business hours
For routine questions, configuration help, and non-urgent items, the team is available Monday through Friday, 8 a.m. to 5 p.m. Eastern, U.S. holidays observed.
U.S.-based engineering team
Support is delivered by RackTop's own U.S.-based engineering staff. No offshore handoffs, no third-party tier-one queue.
Cleared support for classified programs
For federal customers running classified workloads, RackTop's cleared engineering team supports programs directly inside the fence.
In the customer portal
Most day-to-day questions can be answered without opening a ticket. Customer portal login required.
Knowledge Base →
Searchable articles covering common questions, configuration patterns, and troubleshooting steps.
User Guides and Release Notes →
Up-to-date documentation for every shipping BrickStor OS release, plus archived guides for prior versions.
SLA Guidelines →
RackTop Product Support service-level definitions — response and update targets by severity.
Warranty and Maintenance →
BrickStor and general warranty terms, software support SLAs, RMA process, and the Terms and Conditions PDF.
myRackTop Downloads →
Software downloads, software updates, and license keys are available to entitled customers through the myRackTop portal.
Frequently asked questions
- Log in to the customer support portal at support.racktopsystems.com and open a ticket from your account. For urgent production incidents, you can also call the support line directly (888-472-2586 in the U.S., +1 443-276-6973 internationally) and reference your account.
- Phone and email support for production incidents are available 24 hours a day, 365 days a year. For routine, non-urgent items, the team is staffed Monday through Friday, 8 a.m. to 5 p.m. Eastern, with U.S. holidays observed.
- Entitled customers access software downloads, BrickStor OS updates, and license keys through the myRackTop portal at myracktop.com. If you need access provisioned, contact your account team or open a ticket in the support portal.
- All current documentation — user guides, release notes, knowledge base articles, and SLA guidelines — lives in the customer support portal at support.racktopsystems.com. Login is required.
- Yes. RackTop's engineering staff is U.S.-based. There is no offshore tier-one queue and no third-party support handoff. For classified federal programs, a cleared engineering team is available to work directly inside the program environment.
- If your organization owns BrickStor and you need a support portal account provisioned, contact your account team or reach out via the general contact form. We will validate your entitlement and get you set up.
- The RackTop Product Support SLA Guidelines document — available in the support portal's knowledge base — defines severity levels, response targets, and update cadence for each tier. Active customers can request a copy through the portal at any time.
RackTop Systems, Inc.
8170 Maple Lawn Blvd., Suite 180
Fulton, MD 20759, USA
Between Washington, D.C. and Baltimore. Visits by appointment — schedule through the contact form.
Need something the support team can't help with?
For new sales, channel partnerships, federal mission engineering, or general inquiries, reach the right team through the contact form.