Support Request Process
To ensure efficient and effective support, please follow these instructions to contact ITECH Solutions:
Submit a Ticket: All questions, problems, or service requests should be submitted through our ticketing system. This allows us to track and manage each case effectively.
- Online Client Portal – Best Option: Log in to our online support portal at https://portal.itech-solutions.com to submit a ticket and track its progress. Our client portal asks important questions to help us triage service requests faster and dispatch them to the right resources for proper response time and efficiency in handling the request. This ensures that we gather all necessary information upfront, reducing delays and improving the overall support experience.
- Phone – If you would like to speak to a person: Call our support line at 805-592-2500 to speak directly with a service coordinator. They will submit a ticket for you using the client portal and provide training as necessary for future client portal use.
- NOTE: During business hours, if our service coordinator is on another call, you may be directed to voicemail. Please leave a detailed message, and a ticket will be automatically created. For urgent issues, press “2” to submit your voicemail as a P1 – Critical ticket for immediate attention. After hours, pressing “2” ensures our after-hours support team is promptly notified for rapid response.
- Email – Last Option Not Recommended: Email our helpdesk at [email protected].
- NOTE: Email should be considered a last option due to potential delivery issues, such as spam filters, server delays, or incorrect addresses, which can sometimes prevent your request from reaching us promptly. Additionally, emailed service requests often lack the necessary information for proper triage, requiring our service coordinator to call back for more details, which can slow down the resolution process.
Ticket Tracking: Once your ticket is submitted, you will receive a confirmation email with a unique ticket number. Use this number to track the status of your case and for any follow-up communications.
Service Coordinator: Our dedicated service coordinator answers helpdesk calls and is responsible for routing all questions, problems, or service requests to the appropriate team members. They manage the schedules of our service delivery team to ensure your issue is addressed promptly and efficiently according to our Service Level Agreement (SLA).
Follow-Up: You will receive updates on the progress of your ticket and any actions taken. If additional information is needed, our team will reach out to you directly.
By following these steps, you help us provide the best possible support and ensure your issues are resolved quickly and effectively. Thank you for choosing ITECH Solutions!
Support Hours
|
Period |
Timeframe |
|---|---|
|
Business Hours (BH) |
8:00 AM – 5:00 PM PT, Monday – Friday (excluding observed holidays) |
|
After Hours (AH) |
5:00 PM – 8:00 AM PT, Monday – Friday; 12:00 AM – 12:00 AM PT, Saturday – Sunday |
Support on available on observed holidays is considered After Hours. For critical issues (P1 – Critical) requiring after-hours, weekend or holiday support, refer to the Service Request Requirements section.
Purpose
This Service Level Agreement (SLA) outlines ITECH Solutions’ commitment to supporting end users in completing business tasks efficiently, in alignment with ITIL service management principles. The SLA defines priority levels for service requests and incidents, ensuring timely and quality support. ITECH Solutions assigns priorities based on the criteria below to prioritize issues effectively and set clear expectations for response and resolution times.
Priority Assignment and Response Times
ITECH Solutions assigns ticket priorities based on the impact and urgency of the issue, as outlined in the table below. The SLA Response Time refers to the timeframe in which ITECH Solutions will begin addressing the service request. After initial diagnosis, the assigned engineer will provide an estimated resolution timeline.
|
Priority |
Description |
First Response Time |
Resolution Plan |
Resolved |
|---|---|---|---|---|
|
P1 – Critical |
Widespread or critical system failure causing complete loss of service for multiple users or a critical business function, with no workaround. Includes data loss, security breaches, or regulatory/legal risks. Requires immediate action, including after-hours same-day response. |
0.2 hours |
0.5 hours |
4 hours |
|
P2 – High |
Significant system disruption affecting a critical business function or multiple users, with no workaround. Includes potential data integrity issues or regulatory/legal risks that can be addressed by the next business day. |
0.2 hours |
7 hours |
8 hours |
|
P3 – Medium |
Moderate system or service disruption affecting one or more users, with a workaround available. Impacts productivity but does not halt critical business functions. Resolution required within one business day. |
0.2 hours |
20 hours |
24 hours |
|
P4 – Low |
Minor system or service issue with minimal impact on business operations, affecting one or more users, with a workaround available. Resolution can be scheduled without urgency. |
0.2 hours |
60 hours |
172 hours |
|
P5 – No SLA |
Non-urgent service requests or enhancements with no immediate business impact or deadline. Handled on a best-effort basis. |
0.2 hours |
Best effort |
Best effort |
Onsite Support
ITECH Solutions prioritizes remote support for all service requests unless onsite intervention is deemed necessary. Each request is initially handled remotely. If resolution is not possible within a reasonable timeframe, a technician will be dispatched per the SLA response times. Onsite visit requests for issues resolvable remotely, as determined by ITECH Solutions, will incur additional charges provided via a formal quote.
Client Responsibilities
Clients must ensure their teams understand and adhere to this SLA, with a copy accessible in their business area. Non-compliance may result in delayed or unmet SLA commitments. Follow the guidelines below for efficient service delivery:
Guidelines for Requesting Service
- Review Priority Criteria: Familiarize yourself with the priority descriptions to understand response and resolution expectations. ITECH Solutions assigns priorities based on these criteria.
- First Come, First Served: Requests within the same priority level are processed in order of submission.
- Special Considerations: Mobile or remote employees with limited resource access may receive adjusted priority, as determined by ITECH Solutions.
- Extended Response Times: During exceptional events (e.g., natural disasters, third-party utility failures, or multiple concurrent emergencies), response and resolution times may be extended.
Service Request Requirements
- P1 – Critical Emergency Requests: Submit via the Client Portal or by calling 805-592-2500 (Option 2) to ensure visibility to the emergency response team.
- Email-Based Requests: Creating tickets by emailing [email protected] is not recommended due to potential filtering issues. Confirm receipt with a “new ticket created” response. Email tickets default to P3 – Medium priority. For higher priorities (e.g., P1), call 805-592-2500 to adjust.
- Direct Contact: Requests made by directly contacting staff outside the ticketing system or helpdesk are not supported and may cause delays or go unnoticed. All requests must be tracked via the Client Portal, helpdesk phone, or in-person communication.
By following these guidelines, you enable ITECH Solutions to deliver prompt and effective support. Thank you for choosing ITECH Solutions!