NORMAL SUPPORT OPTIONS

Our goal is to provide you with the fastest possible service. Creating a Service Ticket is our preferred method of communication because it enables us to:

  • document and track your issue
  • assign the appropriate technical resources efficiently
  • be held accountable for resolving problems expeditiously

Support is available between 8 a.m. and 6 p.m., Monday to Friday, excluding holidays. You can create a Service Ticket by logging into our Support Portal. Please contact your Account Manager if you need access. You can also create a Service Ticket by sending us an email.

Please be sure to read the sidebar for helpful hints on creating effective tickets. Failure to do so may result in slower response.

WHAT IF I HAVE AN EMERGENCY?

First, if possible, be sure to create a Service Ticket or have someone create one for you. Having one speeds up the process. If you do not have Internet access, you can call our office at 914-800-3468 and dial 3 for Technical Support to report your issue.

Emergency Support is a benefit reserved exclusively for clients with a paid support contract.

Creating Effective Service Tickets

  • DO write a subject line that clearly summarizes your issue.
  • DO provide details of the issue in the body of the ticket or email.
  • DO provide us your contact information in the body.
  • DO NOT address your email to specific technicians.
  • DO NOT address anyone else in the TO, CC or BCC fields when using email.
  • DO NOT send in multiple requests for the same issue.

FREE REPORT

IT Buyers Guide

The NY Metro Business Owners' Guide To IT Support Services And Fees

What You Should Expect To Pay For IT Support For Your Small Business (And How To Get Exactly What You Need Without Unnecessary Extras, Hidden Fees And Bloated Contracts)

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