ITX Support

Welcome, and thanks for visiting the ITX Support pages. The ITX Engineering and Technical Support teams hope to help make your experience as smooth as possible.

This site was set up with the intention of providing breaking news about changes and improvements to our services and facilities. In addition, the tools and information on this site should make using the ITX hosting and technical services easier to use.

As always, if you cannot find information in this site that solves your problem, or if you want to talk to one of our support engineers, please feel free to call our support line at 800-600-7785. Our staff is available from 8:00am until 8:00pm EST, M-F. For our valued clients who have contracted with us for 24x7x365 support, you can call the above number for service at any time, and you will get a response within 20 minutes of your call.

If you have any suggestions for content or ways that I or my team can improve our service to you, please let us know by sending us an email. You can do so by submitting the information on this form.

Sincerely,

Jonathan Coupal
VP, ITX Corp

ITX Endeavors to provide the best possible service to our clients and, in doing so, allow them to accomplish those activities necessary in the course of their doing business. This means that the level of service that we provide to our clients should be as fast and efficient as possible while maintaining the priority of their request. Doing so requires that we set expectations for the appropriate wait time to our clients. This is done using a simple rating system:

Urgent is the priority assigned when fulfilling the client's request is necessary in order to prevent embarrassment, risk, or financial impact on the client. This includes but is not limited to production issues (outages) that affect our clients' relationship to their clients, data integrity errors, or severe performance problems preventing the clients' ability to do their work. These requests should be fulfilled within 24 hours.

High priority is assigned to those requests in which the client has reported an outage or problem of some sort similar to the above examples, but for which the client has accepted or expressed an acceptable workaround, and therefore is able to continue working. These requests should be fulfilled within 48 hours.

Normal priority is assigned to all other requests and are scheduled with the client based on availability of the most appropriate engineer.

Examples of the different types of requests are below, with normal response times and priorities assigned to each of them:

Password Reset/Account lockout: This should be done right away by whoever is working on helpdesk. If all lines are busy and a call back is needed an urgent work order should be opened and a call back made no more than one hour later.

Cant access company file due to an error: An urgent work order should be opened for this and a call back made to the client no more than one hour later for troubleshooting. Once the error is documented it should be resolved or a new promise date set if research is needed.

Website down: An urgent work order should be opened for this and the site should be back up in 4 hours hour or less.

Server Down: An urgent work order should be opened for this and the client should be called back with an update or for further troubleshooting in an hour or less.

E-mail problems/cannot send or receive: This should be looked at right away by whoever is working helpdesk. If all lines are busy an urgent work order should be opened and a call back should be made to the client with an update or for troubleshooting within an hour. If more research is needed a new promise date should be set.

New e-mail or server account: A normal work order should be created and completed within the next business day.

Cannot print from QuickBooks: Initial troubleshooting should be made by whoever is working helpdesk to resolve the problem. If all lines are busy the client should get a call back within an hour. If research needs to be done a new promise date needs to be set with the client.

Install Software on server: A normal work order should be created and completed within the next business day.

New virtual server setup: This should have a five business day turnaround.

New physical server setup: This should have a promise date of 10 business days. Five to get the server hardware, five to get the server configured.

New post office setup: A normal work order should be created and completed within two business days.

New printer setup: A normal work order should be created and completed within the next business day.

When contacting ITX we will acknowledge your problem as soon as possible. There are two different methods of contacting the ITX helpdesk. You can call 800-600-7785 to speak to support or e-mail helpdesk@itx.net. It is always preferred that if the matter is urgent that you call the helpdesk number because that will put you in immediate contact with someone who can direct you get assistance. The helpdesk e-mail queue is monitored daily but response to a request is not immediate, acceptable response time to e-mail is 1 business day.

If a client that has a contract for On Call service outside of normal business hours they can call 800-600-7785 and leave a message with the on call service. The on call engineer is required to return the clients call within 1 hour of receiving a message from the service.