Support That Actually Answers. 24/7.
Most IT support phone numbers route to voicemail after 5 PM. Nexgen’s does not. When you call Nexgen Support, an AI-powered system answers immediately — creates a ticket, logs the full detail of your issue, and routes it to the right engineer based on severity and category. That happens at 9 AM on a Tuesday or midnight on a Saturday.
Below: every way to reach us, what to expect, and what each support tier covers.
We Pick Up. Even After Hours.
Existing client? Call the support line directly — Mon-Fri 9am-6pm EST you reach a real engineer immediately. After hours, our AI receptionist routes priority issues to the on-call engineer.
- Existing managed IT clients: 24/7 priority response
- Existing project clients: same-business-day response
- Prospects / general questions: response within one business day
- All inquiries logged with a ticket number for tracking
- Phone: 1-866-575-1213 (faster than the form for urgent issues)
For urgent issues call 1-866-575-1213 — we pick up.
Or call: 1-866-575-1213
Submit a Support Request
Use this form for non-urgent issues. Urgent issues — call 1-866-575-1213.
Every Support Channel, One Phone Call Away.
Phone Support
Toll-Free: 1-866-575-1213
Orlando: 407-966-4609
AI answers every call 24/7. Urgent issues route immediately to a live engineer.
Email Support
General: [email protected]
Billing: [email protected]
Tickets created automatically. Priority routed by sender domain and keywords.
Client Portal
Log in to submit tickets, track status, download invoices, and manage services. Available 24/7 to every active Nexgen client. Open Client Portal →
Remote Desktop Support
Connect via TeamViewer for immediate remote assistance. Our engineer provides you with a session ID when you call.
On-Site Service
Scheduled on-site visits available throughout Orange, Seminole, Osceola, Lake, Volusia, Brevard, and Polk counties. Dispatch coordinated by your account engineer.
Business Hours
Live Help Desk: Mon–Fri 9 AM – 6 PM EST
AI + On-Call Engineer: 24/7/365
Emergency Response: <15 min for Priority 1 tickets
Every Ticket Classified. Every Response Guaranteed.
Nexgen Managed IT clients receive documented response-time commitments tied to ticket priority. These are not aspirational — they are the service levels we contractually guarantee.
Priority 1 — Critical
Production down, data loss event, security breach, multi-user outage. <15 min response. Engineer actively engaged until resolution.
Priority 2 — High
Single-user critical function failure, email down for one user, VoIP issue affecting one site. <1 hour response. Resolution within 4 business hours.
Priority 3 — Standard
General user requests, password resets, access changes, new device setups. <4 hour response. Resolution within one business day.
Priority 4 — Project
Scheduled work, non-urgent requests, new installations. Scheduled response per agreed project timeline.
What Each Level Covers.
Level 1 Support
Included with active hosting & managed IT plans
Standard help-desk support for routine issues, account administration, and first-line troubleshooting.
- Password resets & account unlocks
- Email, VoIP, and M365 basic troubleshooting
- Standard user-level configuration
- Ticket creation & status tracking
- Knowledge base access
Level 2 Engineering
$70 / hour · Included in Business Plus and above
Senior engineering support for complex infrastructure, network, and security issues.
- Network diagnostics & reconfiguration
- Server & virtualization troubleshooting
- Firewall, VPN, and firewall policy changes
- Cybersecurity incident triage
- VoIP PBX administration
- M365 tenant & security policy work
Level 3 Specialist
$125 / hour · Scoped project work
Highest-level engineering for data recovery, complex debugging, and architecture work.
- Data recovery & forensics
- Custom application debugging
- Database performance tuning
- Network architecture redesign
- Disaster recovery execution
- Compliance audit remediation
Support tier and response-time commitments are documented in your Service Agreement. Managed IT clients receive Level 1 & 2 at package-included rates. Contact your account manager for a scope review.