HelpDesk Protocol

In our continuing effort to provide you with the fastest possible technical support response times, we have established the following processes in our helpdesk system. You can submit a service request to us many ways. Please refer to the support request section of your handbook or the leave behind cards for further details on that process.

All work orders, whether submitted via the customer portal, or personally called in are initially placed in our “Live” queue and are addressed on an as-received basis with regards to mission critical and service plan status. All work orders are typically responded to within 30 minutes or less, however, call volume and weather emergencies may affect response times on non-critical requests.

When reporting a service need please include the following information:

1. The number of customers/computers affected
2. The urgency of the situation (is the problem mission critical?)
3. Detailed information on the problem. Please include any error messages.
4. The contact information of the user/users affected.

Helpdesk engineers will connect to your PC’s or servers via various remote control products. Our helpdesk engineers will do everything possible to solve a problem with minimal impact on you, but please bear with us where assistance on your part is needed. If an issue cannot be resolved via remote assistance, an onsite visit will be promptly scheduled.

Should you not be available when an engineer calls you will get a voicemail and email confirmation of our attempted contact. We will leave three voicemails with emails over 48 hours. The ticket will be closed on the third email and can be re-opened should you still need assistance with that issue. Should you call back and an engineer be engaged in another support call, you may choose to wait on hold for that engineer or receive assistance from another engineer. Should you not be able to wait your request will be escalated to the top of the queue for immediate call-back.

Both the primary contact on the account and the service requestor will be emailed with any completed or canceled service request. We ask that you please utilize the built in survey with those completed service request emails. Your feedback is extremely valuable to our service delivery process, plus you can win a Dinner at Outback Steakhouse!

Our helpdesk is open from 7:30 AM to 6:00PM EST. The support ticket queue is currently not monitored after hours. Please call 770-569-4600 and follow the prompts for during non-business hours emergency situations.