Service Routing

Critical/High Priority Issues

Large-scale and critical outages affecting multiple users within a site or organization. (E.g. Internet outage, network outage, server outage, payroll software down)

Support Desk Hours Monday - Friday 7am - 5pm Central Time
Texas call (737) 356-2220 Option 2
Louisiana & Others call (337) 313-2400 Option 2

Medium/Low Priority Issues

Issues affecting an individual user or a larger issue with a workaround. (E.g. Outlook is not working, individuals printer offline)

Support Desk Hours Monday - Friday 7am - 5pm Central Time

After-hours Issues

Issues reported by email or client portal outside of normal support hours will be addressed on the next business day.

Priority issues and those requiring after-hours assistance should be phoned in and they will be addressed by our 24-hour On Call support team by leaving a message with the local support desk.1 After-hours on call phone messages are immediately routed to on call engineers for callback.

Texas call (737) 356-2220 Option 2
Louisiana & Others call (337) 313-2400 Option 2
Support Desk Hours Monday - Friday 7am - 5pm Central Time

1 Additional fees may apply for after-hours issues.

Support Coffee

Support Operations

How Support Issues are Routed

All reported issues are important to us and we work tirelessly to address requests as quickly as possible. Our First Response SLA is to review and triage ticket submissions within 15 minutes of receipt.

Engineers will triage and route your ticket to the proper support team according to the assessed ticket priority.

While the default ticket priority is "Low", that does not mean it will not be acted upon with urgency to resolve the reported issue as quickly as possible. We recognize that any service disruption can have a great impact upon your workday, and our goal is to get you back into the action as quickly as possible.

Support Requests

Incident Routing

  1. All incident reports, whether by phone, email, or client portal, are entered into our ticketing system. Each incident is assessed by an engineer in the order that it is received, regardless of contact method.
  2. Incident assessment and technician updates are sent to the requestor, by email, from the ticketing system.
  3. Incidents are routed to the proper support team best qualified to resolve the issue. Incidents are ordered by priority, then by first-come first-served.
  4. When possible, incidents are worked by the same engineer from start to finish.
  5. Incidents requiring elevated access or system administration are escalated according to the SLA timeline.
  6. Resolved incidents are closed with a detailed resolution explanation and a survey sent to the incident requestor for our continuous service improvement program.