Our Goal
These guidelines help ensure your organization receives timely, consistent, and efficient IT support.
1. Submitting Support Requests
Our ticket system automatically creates a ticket when an email is sent directly to the support address.
If the address is placed in CC, a ticket may not be created.
You may CC colleagues who should be included in the conversation.
Please avoid CC’ing other service providers’ support addresses, as automated systems may create email loops.
Using the support email ensures that:
- Your request is recorded in our ticket system
- The entire support team can see and respond
- Your request is not delayed if a technician is unavailable
Please avoid sending requests directly to individual technicians.
Each new request should be sent in a new email with a clear subject line.
Requests added to existing email threads may be missed.
Please submit one issue per request.
This allows us to:
- track progress clearly
- assign the request to the appropriate technician
Include as much relevant information as possible. Clear details help our team start troubleshooting sooner.
Helpful information may include:
- What you were trying to do
- Exact error message (if any)
- Screenshots or photos
- Device name (computer, extension, printer, etc.)
- Location of the device or user
- Whether the issue affects one user or multiple users
For phone-related issues, please include:
- Extension or phone number involved
- Number being called (if applicable)
- What happened during the call (no audio, call drops, cannot dial out, etc.)
- Date and time of the issue
Requests with limited information may require clarification before troubleshooting can begin.
2. Calling the Support Line
Email is the preferred method for submitting requests and communicating during a ticket.
However, phone calls are appropriate when:
- the issue is critical, or
- you need to follow up on an urgent ticket
Please use your judgment when deciding whether a call is necessary.
Please call the support line rather than individual technicians.
Calls made directly to technicians’ cell phones may not be recorded in the support system.
In some situations, a technician may contact you from a cell phone while working onsite or when network conditions affect call quality. In those cases, the technician may ask you to use that number temporarily.
Otherwise, please continue using the support line.
3. Calling Etiquette
If your call is not answered, our technicians are likely assisting other clients.
Please leave a voicemail with:
- your name
- company
- brief description of the issue
Repeated calls may interrupt ongoing work and delay assistance for other clients.
4. Indicating Urgency
Frequent use of phrases such as:
- “Immediately”
- “Right away”
- “ASAP”
may reduce their effectiveness.
Urgent issues usually involve situations where normal business operations cannot continue, such as:
- Multiple users unable to work
- Email or network service unavailable
- Security incidents
- Critical systems unavailable
Issues affecting a single user or non-critical function are normally handled through the standard queue.
If you are unsure, submit the request by email and our team will assess the priority.
5. Appointments and Scheduling
Remote appointments
Minimum notice: 2 business hours
On-site visits
Minimum notice: 1 business day
Missed appointments without sufficient notice may result in a no-show charge:
- Remote appointment: 0.25 hours of reserved technician time
- On-site appointment: 2 hours of reserved technician time
6. This Process Benefits All Clients
When requests follow the support process and include clear information, our team can spend less time on administrative work and more time resolving requests.
This helps ensure timely, reliable, and cost-effective IT services.
Requests that require immediate attention outside the normal workflow may involve additional work or schedule adjustments and may be billed separately.
If urgent requests occur frequently and consume disproportionate support time, the current service plan may need to be reviewed.