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Working with ITX Production Support

Hours of Operation

Standard Hours  8am - 5pm ET
After-hours Weekdays 5pm - 8am ET
After-hours Weekends Fri 5pm - Mon 8am ET

Types of Requests

To ensure that your most critical technical situations are addressed promptly, ITX prioritizes technical service requests as Urgent and High-Priority or Normal Priority.  To submit a request, please review the following guidelines.  

 

Urgent and High-Priority Requests

The following are all considered to be urgent or high-priority requests:

  • System failures leading to a severe obstruction of daily activities, costing time and money.
  • A system is functional but efficiency is greatly reduced or a workaround is required.
  • Turnaround time: Investigation begins within an hour during normal business hours. For off-business hours, our answering service pages an on-call support technician who will return your call within 2 hours.

 

Call 585-899-4888, option 1 or 1-800-600-7785, option 1. Do not email if this is an urgent issue. For effective urgent request resolution, be prepared to provide the following:

  • URL of the affected issue.
  • Information about the error received. Take a screen capture or copy/paste the error message.
  • Any information regarding recent changes to the system or actions taken prior to the incident you may have made.
  • A brief explanation of what you are trying to accomplish.
  • The result that you wish to achieve.

 

Normal Priority Requests

Requests that are not in response to an interruption of your business processes are considered normal priority requests and will receive a turnaround time, as scheduled within our Production Support queue.  To submit a normal priority request, follow one of these options:

 

You will receive an immediate, automated response that we have received your request. Based on our current lead time, you will receive a response from a Help Desk Technician to seek authorization to begin work. Once approved, a timeline for completion will be provided.

For issues, to reduce the amount of time it takes us to get started on this, please provide the following: 

  • URL of the affected issue.
  • Information about the error received. Take a screen capture or copy/paste the error message.
  • Any information regarding recent changes to the system or actions taken prior to the incident.
  • A brief explanation of what you are trying to accomplish.
  • The result that you wish to achieve.

 

For change requests or training assistance, please provide the following:

  • URL for where the support is requested.
  • A brief explanation of what you are trying to accomplish.
  • The result that you wish to achieve.

 

Best Practices

Combine requests - If you have several changes you’d like ITX to assist with, we can be more cost effective when you combine several requests into one request.

Schedule a training session - If you have someone new joining your organization, request a training session. It will be more cost effective to hold a 1-2 hour training session instead of requesting assistance on an ad-hoc basis.

Authorized contacts - If you wish to limit those who can make a request to ITX, identify an authorized contact(s) and we will only accept direction from those individuals.

 

Billing 

ITX bills its service customers on an hourly rate:

  • For initial investigations, we request approval of an initial hour to explore the request. If we can make the requested change or resolve the issue within that hour, we will do so. If we cannot, we will provide an estimate for what is required to complete this request. Initial hour investigation fees are waived for Comprehensive Care clients (see below).  
  • If we determine that an issue is due to an ITX-owned issue, you will not be billed for our effort. 
  • Invoices are sent monthly for work performed.

For detailed information on billing rates, please contact your Technology Consultant.

 

Warranties

We offer a 30-day warranty for all work provided. Requests that fall outside that 30-day window are estimated in accordance to the process outlined above.

 

Comprehensive Care Proactive Monitoring

 ITX believes that the best way to avoid critical situations is to identify potential problems before they disrupt your business. We provide proactive monitoring Comprehensive Care services. Please request more information from your Technology Consultant. Comprehensive Care clients receive prioritized support over non-Comprehensive Care clients. Initial hour investigation fee is waived for Comprehensive Care clients.


Maintenance Budgets

To decrease the amount of time it takes for ITX to begin work on a request, we can offer a pre-approved maintenance budget. With a maintenance budget, we can get started on your request without seeking an initial one-hour investigation approval.

 

After-hours Support

Access to our after-hours support is available to our Comprehensive Care and QuickBooks hosting clients. It is also available for urgent requests at a premium hourly rate.

 

 

NOTE: The information provided here describes the level of service to which ITX aspires. It does not constitute a contract nor any promise on the part of ITX to fulfill these standards. Under no circumstances will ITX be responsible for any damages arising from its failure to meet these standards.