Call, and your issue gets logged and routed, then owned.
During office hours you reach a live engineer. After hours the call is still answered, a ticket opens, and priority issues page the on-call engineer.
Not urgent, or want it on record? Send the details here.
If something is down right now, call 1-866-575-1213 so an engineer starts at once, while written requests go to the support team and are worked to the response targets in your plan.
A live engineer in office hours. After hours, the on-call engineer is paged.
Your name and company are taken down with the problem. Then it is classified by priority. Engineer extensions ring on office phones and on mobiles. The extension follows the person.
- Office hours: a live engineer.Monday to Friday, 9 to 5 Eastern, you reach an engineer.
- After hours: still answered.Priority issues reach the on-call engineer at any hour.
- A ticket opens.Caller and company are logged with the symptoms and priority before anyone is dispatched, so whoever picks up the ticket starts from the same record you gave on the phone.
- Lower priority waits for your plan.Your plan's response commitments set the order.
Your priority and agreed coverage set the response target.
Response targets depend on the priority and the coverage hours in your plan, and we put the exact numbers in writing before you sign, with coverage hours documented apart from response and resolution targets. That way you know when work starts and what we aim to resolve.
- P1, critical: an outage, a security breach, or a risk of losing data.
- P2, major disruption: a major service is degraded.
- P3, individual disruption: one user affected, with a workaround.
- P4, general request: routine help or a change that can be scheduled.
Your ticket moves up a level when it needs to, and the details go with it, so nobody has to explain the problem twice.
Level 1, the help desk
Passwords and printers, email and software questions, plus the day-to-day fixes, all included with hosting and managed IT plans.
Level 2, engineering
Servers and networks, firewalls and phone systems. Issues land here after the help desk.
Level 3, specialist work
Data recovery and deep debugging, plus architecture work, with disaster recovery and compliance remediation also handled at this level.
Phone and email first, then a remote session. Engineers drive out when hands are needed.
Remote session
Many issues can be handled remotely. Work follows the response targets and coverage hours in your agreement.
On-site engineers
Orange, Seminole, Osceola, Lake, Volusia, Brevard, and Polk counties, with remote support nationwide.
Email
[email protected] for service requests, [email protected] for invoice questions.
Ticket history
Each call and ticket is logged along with every change, and managed clients can ask for the record at any time.
Straight answers before the call.
Is there a charge to open a ticket?
Managed IT and hosting plans include unlimited remote and phone help desk support, while your written plan sets the on-site allowance and work outside that scope is quoted first.
What counts as a critical issue?
An outage, a security breach, or a risk of data loss; those get the fastest response on every plan.
Can I get support if I am not on a managed plan?
Yes. Call the same number and the ticket still opens, though response order favors clients on managed plans, which is one reason companies move onto one.
How do I know work was actually done?
Calls and tickets are logged, and so is every change, with monthly reporting showing what happened, and managed clients can ask their engineer for the ticket record at any time.
Does support today mean waiting on a callback? There is a better arrangement.
A 15 to 30 minute call. A straight answer on fit, and the right next session if there is one.