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.
The following are all considered to be urgent or high-priority requests:
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:
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:
For change requests or training assistance, please provide the following:
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.
ITX bills its service customers on an hourly rate:
For detailed information on billing rates, please contact your Technology Consultant.
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.
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.
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.
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.
We are interested in learning more about your company and its technology pain points. ITX takes a no strings attached, consultative approach in order to get a better understanding on how we can help align your technology to better serve your target market. Our Technology Consultants are excited to sit down and help roadmap a solution to your technology needs.
Inquire today. Let's get started on creating a technology solution that is worthy of your brand.
1169 Pittsford-Victor Rd. Suite 100
Pittsford, NY 14534
Toll Free: 1.800.600.7785
Toll Free: 1.800.600.7785
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