How to contact IT Guardian Support

We provide several alternatives to make it easy for clients to contact IT Guardian.

We encourage users to contact the Helpdesk via our automated ticketing system. This provides an audit trail to help us measure response time and to allow us to escalate or route the ticket to the best and next available resource. We provide three easy methods for users to create a ticket, via email to a dedicated address for your company, via a form on your custom IT Guardian  Intranet portal, or by clicking on "Tech Support" on your IT Guardian  toolbar.

Users can expect response during business hours of less than 5 minutes, depending on your individual service agreement.

Of course users can always call in to the Helpdesk rather than sending a ticket. Your Helpdesk telephone number is on your Intranet portal, on your custom IT Guardian  mouse pad, on your IT Guardian  password card, as well as on a decal on each managed device and pc. If possible we even add the Helpdesk number as an extension to your own telephone system with a sticker on each phone stating "dial 314 for Helpdesk", for example.

Our goal is to appear to your employees as if we were an internal department down the hall. If desired, the Helpdesk call center will be configured with a custom auto attendant and voice menu for your business. Your employees will be greeted with, "Thank you for calling xyz company Helpdesk" with your company name and a menu of options specific to your business.

For example;

"Thank you for calling *your company* Helpdesk"
Press 1 for general pc support
Press 2 for help with *your accounting software*
Press 3 for help with copiers or printers
Press 4 for facilities
Press 5 for HR dept.

All calls are recorded for customer service and training purposes and are kept in a database for future review if necessary.

After Hours and weekend support

All mission critical servers and firewalls are monitored 24x7. Should a failure that can not be addressed remotely occur during the night, a replacement will be readied first thing in the morning should your equipment need to be swapped. Should a failure occur on the weekend, your individual agreement provisions will be reviewed to facilitate a weekend swap if necessary and if access to your facility is available.

After Hours user support is available for clients who have that provision in their Managed IT Agreement.

Our automated telephone and helpdesk systems allow after hours and weekend user Helpdesk calls to be routed to the appropriate person based on the number you dialed in on (Managed IT clients get a dedicated number), or based on caller ID if calling from the office, or by entering the machine ID for the computer that you are using. Otherwise you may leave a message and a dispatcher will review the call and escalate as appropriate.

 

Multiple ways to contact IT Guardian

  • Support number 603-889-2210
  • Managed IT clients are given a direct extension to call their IT Mgr's desk and cell phone
  • All Managed IT clients are given the General managers home and cell phone numbers
  • Use your custom IT Guardian  Intranet portal, click "Request Tech Support"
  • Send and email to our Helpdesk ticketing system - each client is given a dedicated address and queue
  • Use your IT Guardian  Toolbar, click "Tech Support"