Our Support Process
We are always working hard to resolve issues before they can cause problems for you, and proactively manage your IT so that things run as smoothly as possible, but occasionally incidents will arise that require our support to resolve.
Customer Support
We are always waiting at the gate, ready to take the necessary actions and steps to get you back ON track.
One email to support will start the process. Here is what to expect.
Automatic Acknowledgement – After emailing our support team you will receive an automatic acknowledgment that your request has been received, and the wheels are in motion.
Service Ticket Creation – A new service ticket is generated with an individual ticket number that can be used to track your ticket’s progress all the way through to resolutions, via our customer portal.
Ticket Processing – Once the ticket has been created it is then processed and evaluated so it can be assigned to the best possible resource to handle the job.
Email Response – An email will be received directly from the person or resource responsible for resolving your request. This will notify you that work has begun on your request and a follow-up call may follow to collect more information.
Automatic Updates – The system keeps you in the loop as the process of resolution continues. You will receive automatic updates on the progress or status of your issue through to the final resolution.
Quick Resolutions
Not only have we established an easy and informative way to get the help you need when a problem occurs, but we are committed to getting you the resolution you need as quickly as possible so the business can resume as usual. We promise a 4-hour response time for our clients, but the truth is we are often able to get on the case much quicker.
*A note to all of our current valued clients. Please keep in mind that to contact us for support please use Option 1 at our phone prompts or e-mail our support desk directly. Option 2 on our phone prompts is reserved as a sales line. This helps us better service your needs and prioritize your concerns.