In order to get the best and fastest support, it’s important to understand how we process support requests.
- The client or end user creates a support request by submitting a ticket in our system via email.
- We review the request and determine the urgency of the support request based on the information provided. This is an example of a great support request.
- If required, we reach out to the Business Point of Contact (PoC) to approve the request.
- We begin gathering information and start to resolve the issue. We will keep you posted by replying to the ticket, calling on the phone, or reaching out via our chat support tool.
Submit a ticket via taskbar icon:
What to expect.
As we assign the priority of support requests, and we support multiple clients… we can give some insight as to what will be prioritized and how to get support as fast as possible. Please reserve phone calls for immediate needs, or when you are having difficulty sending an email.
High Priority Examples: (Entire Company is Affected)
- Network Down
- Theft of company laptop
- Data Loss
Medium Priority Examples: (An Employee or Group of Employees are Inconvenienced)
- Password reset or employee lockout
- Printing/Scanning errors on main copier
- Need to add an employee to a Shared Calendar or Team
Low Priority Examples: (Implement a change or add something new)
- Set up a New Employee
- Change the Phone System IVR
- Add a new printer or device
How can I get my Low Priority support request completed faster?
The answer here is simple: let us know in advance! Most of the low priority support requests that we receive are for things that can be sent in well in advance, such as hiring a new employee. We want your employees to arrive on their first day with a computer, email address, phone extension, and maybe a huge pile of work… all ready and waiting for them! For new employees and general adds/moves/changes, we request that you let us know at least 3 days in advance. That gives us time to get everything set up and ready to rock!