To provide better, faster support for our clients and hold ourselves accountable, I am asking that support requests be sent through these channels:
Email: All requests should go to support@it-authority.com rather than directly to your technician. This will create a case in our system and ensure your access to the whole team working on your account, including billing, field support, help-desk, licensing, purchasing, and telecom.
- Avoid sending lists
- The email subject should summarize your issue
- Do not send requests on someone’s behalf
Phone: For more pressing issues, email problems, and after-hours, please call your technician directly. If your call goes to voicemail, be sure to leave a message. Your voicemail will be transcribed, a case will be created, and an alert will be sent. If you do not leave a message, we will not know that you called!
Text: If you do not get a response, please call! When our technicians are in the field, they may not be watching texts, as their focus is on the client they are working with. Their calls will also be forwarded to someone who can assist.
After Hours: Since we spend our days in front of technology, we do not check email or texts when our office is closed. We are always available via phone nights and weekends. Be sure to leave a message if it goes to voicemail, or we will not know you called.