Ticket submission:
Already have a contract with us? Submit an email ticket using the template below. Select the ticket priority and include all details on the forum.
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Technician dispatches will be done during the hours of 8am- 8pm unless previously planned. Out of hours calls are not an on demand service we offer.
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Ticket Priorities
1.) Critical
Critical: Remote response within 1 hour, technician on site within 8 hours.
This priority is used for issues that effect entire sites or business operations, such as all stations down, network outages, or other outages that bring a halt to your business.
2.) High
High: remote response within 4 hours, technician on site within 1-2 days
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Typically used for issues that effect a single users ability to function. This could be a single computer being down, a single user's inability to login, a point of sale down, an access point not functioning, or a security camera down.
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3.) Medium
Medium: Remote response within 12 hours, on site troubleshooting within 3-5 days
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This is used for issues that might be disruptions but don't impact operations. This could be performance lags or issues that impact a single redundant station, or other miscellaneous bugs. These are important, but not issues that have the impact of the previous categories.
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