Get support
For clients: how to log a ticket and how fast we respond.
Ways to log a ticket
Use whichever is quickest for you. Every way gives you a ticket number.
Phone, for anything urgent
(555) 017-4411
Email, for everything else
Portal, to follow your tickets
Link in your welcome email
Out of hours, P1 only
Same phone number
Fernway IT, managed IT support in Springfield (sample)
IT support for offices of 5 to 150 people
Call us and a person answers. Every ticket is sorted by how many people it stops and how badly, and that sets how fast an engineer is on it.
Who it affects, and how badly
Work has stopped
Work is slowed
It can wait
The whole office
Everyone, or the main site
P1
15 min
Work has stopped
Internet or the server down for everyone
On call 24/7
P2
1 hour
Work is slowed
Email slow or failing for the whole office
P3
4 hours
It can wait
New Wi-Fi for the meeting room
A team or a site
One department, branch or shared system
P2
1 hour
Work has stopped
Accounts cannot open the finance system
P3
4 hours
Work is slowed
The shared printer keeps jamming
P4
Next day
It can wait
Three laptops for new starters
One person
A single user or device
P3
4 hours
Work has stopped
A laptop will not start
P4
Next day
Work is slowed
Outlook keeps asking for the password
P4
Next day
It can wait
Software needed next week
How we sort every ticket. Response times on the Managed plan (sample). Darker cells are answered sooner.
Something down right now?
Clients call the support line. A person answers and gives you a ticket number on the call (sample).