Managed Support Team
Call 855.215.7663 or email email@example.com to reach the Managed Support Team directly!
Our Managed Support Team—also known as the MST or Help Desk—is a group of talented and knowledgeable individuals that are the first responders of our tech support system. When your business has an IT problem, the Managed Support Team will be the first ones you talk to in the process of getting your issue resolved. Whenever possible, our MST techs will address your ticket remotely and if a remote solution isn’t possible, will coordinate with local field techs and engineers to plan a resolution as quickly as possible.
The MST also monitors most of our proactive reporting software and will often recognize and address an issue before you even realize the issue exists!
Remote Support Tools
If you’ve been directed to this page by a member of the Managed Support Team, you’re probably looking for one of the links below:
Issue Reporting & Ticket Submission
When submitting a ticket via email or over the phone, it’s important to accurately assess the severity of the issue. Please reference the chart below when evaluating the nature of your ticket and assessing its severity.
- Critical: Critical issues are widespread and/or have a severe impact on business operations.
- High: High priority issues impact several users and/or have a moderate impact, but business operations can continue.
- Medium: Medium priority issues impact just a few users and have little impact on business operations.
- Low: Low priority issues have minimal impact on users and/or business operations.
Note: tickets are handled in the order in which they are received, whether submitted through the website, via email, or over the phone. Submitting an issue multiple times doesn’t necessarily change the order in which your ticket will be addressed. If you would like to provide additional information, contact us at the phone number or email address above!
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