United Tote provides live technical support for customer operations from our Help Desk, located in Louisville, KY. The Help Desk is staffed by Tier 1 and 2 level support personnel.
Our experienced Tier 1 personnel are knowledgeable on the tote system terminals and user applications. Tier 1 support answers the phone and is able to solve the majority of incidents. Tier 2 personnel possess at least 15 years of United Tote operations experience, as well as thorough knowledge of the totalisator software, servers and network communications. These individuals have advanced capabilities in troubleshooting tote hardware and software issues.
Every call taken by the Help Desk is logged using a ticketing system, in which the ticket is immediately routed to the appropriate personnel for resolution.