Welcome to Solomon IT
Thank you for choosing Solomon IT.
We’re glad to have you as a client and look forward to being a reliable part of your team. Our goal is to make the transition as smooth as possible while reducing technology-related frustration, risk, and downtime.
Below you’ll find a clear overview of what happens next, how to reach us, and what to expect when you need support.
Meet Your Solomon IT Team
What Happens Next
Now that your agreement is signed, onboarding has officially started. We begin coordinating the internal resources needed to support your organization.
We will identify your primary contacts, assign the right technical resources, and make sure our support and engineering teams understand the services included in your agreement. You’ll also receive clear information about who to contact for support, sales, billing, and other needs.
Documentation & Onboarding Preparation
Our engineering team starts gathering and documenting key details about your technology environment. Depending on the services in your agreement, this may include:
Computers, servers, and network equipment
Microsoft 365 and email services
User accounts and access permissions
Firewalls, wireless networks, and internet connections
Backups and disaster-recovery systems
Security, monitoring, and endpoint-protection tools
Vendors and line-of-business applications
Key contacts and escalation procedures
This documentation helps us respond faster, identify risks early, and deliver consistent support across your organization.
Implementation & Service Transition
Once we have the necessary information, we begin implementing the services included in your agreement. This may include deploying monitoring and management tools, security software, backup services, documentation systems, and other agreed-upon solutions.
Before making significant changes to your production environment, we coordinate with the appropriate people on your team. Our goal is to complete the transition with as little disruption as possible.
When onboarding is finished, your organization moves into ongoing support and management with the Solomon IT service team.
How to Contact Solomon IT
Email Support
Email is generally the best way to request help and ensure a support ticket is created.
When you email us, your request enters our service system and notifies the support team. This lets us assign the right engineer, track progress, document the work, and make sure the issue is resolved properly.
After-Hours Support
Requesting a User Termination
Phone Support
865-309-4343
Normal Hours: Monday–Friday, 9:00 a.m. – 5:00 p.m.
Press 1 for Support
Press 3 for Sales
You’re always welcome to call. For non-emergency issues we still recommend emailing so a ticket is created and tracked.
865-309-4343, Extension 9
This extension forwards to the engineer on call. After-hours charges may apply depending on your agreement.
If the engineer is unable to answer, please leave a detailed voicemail. Your message will be transcribed and sent to the team, and someone will respond as soon as possible.
After-hours support is intended for urgent issues that cannot wait until the next business day, such as:
A complete business outage
A server or critical system being unavailable
A suspected security incident
Multiple employees unable to work
A major internet, network, or communications failure
Text Messages
We do not recommend sending technical support requests by text message to an individual engineer or to our main number. Text messages are not a guaranteed or trackable method of contact and may not be seen right away.
For all technical issues — especially emergencies and after-hours problems — please email support@solomonitc.com or call 865-309-4343.
What Happens After You Submit a Ticket?
Each support request is reviewed based on the nature, urgency, and business impact of the issue. Our team determines the appropriate level of engineer needed and may:
Begin troubleshooting the issue
Contact you for additional information
Schedule a time to work on the request
Assign the ticket to a specialized engineer
Escalate the issue when additional expertise is required
Coordinate with a third-party vendor when appropriate
Not every request is handled in the exact order it is received. Issues that affect multiple employees, critical systems, business operations, or security often receive higher priority than routine requests.
Our goal is to respond appropriately, communicate clearly, and resolve each request as efficiently and professionally as possible.
New Employees & User Terminations
For security and accuracy, all new-user and user-termination requests must be submitted by an authorized member of your Human Resources staff using the appropriate Solomon IT form.
The forms are password-protected. The password will be provided to your authorized HR staff in a separate email.
Requesting a New User
Authorized HR staff should complete the New User Request Form: https://www.solomonitc.com/newuser
Please provide as much advance notice as possible so accounts, licenses, permissions, computers, phones, and other equipment can be prepared before the employee’s start date. Submitting the form does not guarantee that all hardware, software, or access can be completed immediately — requests involving new equipment, third-party licensing, or vendor approval may take additional time.
Authorized HR staff should complete the User Termination Form: https://www.solomonitc.com/user-termination
The form collects the information needed to securely disable access, preserve or transfer company data, manage email, and handle other termination requirements.
For immediate or sensitive terminations: Submit the form as early as reasonably possible and also call us at 865-309-4343 so the timing can be coordinated securely.
Please do not send termination details, passwords, or other sensitive information via a standard support email unless specifically instructed by Solomon IT.
Purchasing Hardware & Software
Solomon IT does not require every technology purchase to be made through us. However, we strongly recommend consulting with our sales team before purchasing computers, servers, networking equipment, software, printers, or other business technology.
Because we understand your network, systems, security requirements, and line-of-business applications, we can help determine whether a product is compatible with your environment and help you avoid purchasing equipment that:
Does not meet your business needs
Is incompatible with your existing systems
Cannot be properly secured or managed
Has insufficient warranty or support
Is near the end of its supported life
Cannot accommodate future growth
Appears inexpensive at first but creates higher long-term costs
Our goal is to recommend equipment and software that meets your needs today while supporting the future growth of your organization.
To request a quote or discuss a purchase, call 865-309-4343, Extension 3, or contact your Solomon IT sales representative.
Our Commitment to You
At Solomon IT, we take pride in providing dependable, professional, and responsive technology support.
We understand that technology is critical to your daily operations. Our goal is to keep your systems running smoothly, reduce disruptions, protect your organization, and address issues quickly and professionally when they arise.
Thank you again for choosing Solomon IT. We look forward to serving your organization for years to come.