Tips on how request support:
Always send your email requests to firstname.lastname@example.org, and not to an individual engineer. Please send one email per issue, not several issues in one email! We would prefer three emails for three issues, rather than one email with three issues inside it. This allows us to split up the workload, and track each problem accurately. The subject line is very important, and acts as the label for your issue. Please be sure to add a descriptive subject.
Subject: Describe your issue in a few words. Please be specific, no general subject like “Computer Issue”.
Body: Please include additional details, criticality, and contact info. These details will help us resolve issues as quickly as possible.
Subject: Can’t access website XYZ.com
Body: Since yesterday, I can’t go to XYZ.com on my computer. I get an error 404. I need to be able to access this by tomorrow afternoon. Please reach me on my cell at 619-123-4567, or by email.
Similarly, if you call and leave a voice message, please call our main support line, and leave a detailed message. Messages left on the main line reach all on duty engineers, and ensure the fastest response time.
Hours of Operation:
|Normal Hours:||7:00am – 5:00pm Monday-Friday|
|After Hours:||All other times 24/7, 365 days a year|
|Holidays:||Net Informant observes standard national holidays|
As a general rule, we will respond to emails within 1 business day. Usually it will be faster, but tickets will be resolved in the order they are received. Emails are generally considered “Non-critical” unless otherwise stated. If you have a critical issue (being an issue that is impacting the profitability of your company, or vital business operation) that can’t wait, we encourage you to call and we will address as quickly as possible.