This is the first step in our support process. You simply open up a ticket by emailing or calling us.

One of our account executives specializing in technical support will be assigned to you. Consider them your personal project manager. They will take control of your IT support issue from our end and make sure everything gets resolved. This will allow you to focus on your normal day-to-day task.

They will be able to take your explanation and communicate it to our appropriate IT staff, which allows us to handle your issues more quickly and efficiently.

Your project manager will open up a ticket(s) based on your issue(s). They will then route each ticket to a qualified technician at one of our support tiers based on its nature and severity.

Our goal is to provide you will the best support and quickest turnaround as possible reducing any downtime for your business.

Once a ticket reaches the support technician at the assigned tier, they immediately start to process it. Depending on the support type someone will quickly be in contact with you concerning your ticket.

Off-Site – A qualified technician will correspond with you using one of our Off-Site support methods.

On-Site – Your project manager will setup to have one of our qualified technicians On- Site within 24 hours.

There are times when additional information becomes available when troubleshooting Off-Site and will require additional On-Site support to fully resolve your issue. When this happens, your project manager will re-assign your Trouble Ticket and setup a time for our technician to come On-Site.

Our support is tracked through an in-house support system. This system retains copies of all Trouble Tickets and any notes for support rendered.

At the end of each billing period we include copies of all trouble tickets for that period. This allows you to see where your money is being spent and will help when planning and budgeting for the upcoming months and year.