How Can I Receive Help Faster?
The more information we have, the more quickly we can resolve your issue. Please update following information on your ticket for the technician to review:
Error details – Detailed error message with the issue.
Screen shots – Screen shots of your screen and/or error message.
Schedule on Your Time – For a technician to setup a scheduled appointment with you, please send detailed information on your available time, date and best method of contact.
Contact Information – Please make sure the contact information we have on file is correct.
Computer Name – Include the computer name or name of the device you need help with.
When Will I Receive Help?
Our response time on tickets are based on the issue severity and impact to your business.
When tickets are submitted, they will be categorized by priority using the following defined Standard Service Level Agreement and Priority Level, then assigned to the next available support technician.
View your current ticket response time based on the assigned Priority.
*If you feel the priority level has been miscoded, please contact support as soon as possible by phone: (713) 782 – 4357.
Service Level Agreement (SLA)
The Service Level Agreement (SLA) defines overall service time response goals, as well as the ability to define response goals based on each priority level.
Priority is selected based on the type of issue present, as well as, the level of severity effect it has on the company by using the following template.
Priority 1 – Emergency Response:
Mission-Critical Systems Failure with a Direct Impact on the Entire Organization with no workaround available. Critical IT Security Events that may impact business operations.
Examples: Widespread Network Outage, Payroll System, Sales System, Email System, Server Outage. CyberSecurity Intrusion, Abrupt User Termination.
Priority 2 – Quick Response:
Single User or Group Outage Preventing the Affected User(s) from performing work-related tasks with no workaround available,
Examples: Failed Hard Drive, Broken Monitor, Continuous OS Lockups, Remote Access (VPN) connection issues.
Priority 3 – Normal Response:
New User Setup, Common break-fix issues that impact Single User or Group that are Solved with a Workaround, Software Installation Requests, Planned events.
Examples: New User Setup, Malfunctioning Printer, PC Sound Problem
What if I have a priority 3 issue, but I want help faster – If you have a priority 3 issue and it does not qualify for escalation, according to the above criteria, you have an option to escalate the ticket for $250 flat fee. Your primary IT contact will need to approve the escalation request.
Priority 4 – Scheduled Maintenance:
Examples: New Workstation Installation, New Equipment/ Software Order, New Hardware/ Software Installation, System Updates
What Should I Expect?
Your ticket has been opened and is in our system. After a brief review, the ticket will be assigned to a support technician.
The assigned technician will acknowledge the ticket and contact you to arrange a time to troubleshoot the issue.
Service Ticket Life Cycle
How Can I Get Updates?
View the most up-to-date information on your issue by visiting the ECS Client Portal.
Already submitted a service ticket and wondering what’s next?
As our team works to resolve your issue, each step will be documented with detailed notes on the specific ticket along with a current allocated ticket status to keep you in the know about the progress.
If the assigned technician requires additional information regarding the issue, they will reach out to the ticket contact for further instruction.
Use our Ticket Status Guide to help determine your ticket status progress.
|Status Name||Status Purpose|
|New – Emailed Client||Used when a New Ticket has been created manually from CW|
|New (Portal)||Used when the client places a New Ticket from the ECS Portal|
|New (Email Connector)||Used when the client places a New Ticket by sending an email to [email protected]|
|Re-opened||Used when the client replies to a Closed or Completed Ticket|
|Scheduled Required||Used when a ticket need to be assigned to a resource|
|Scheduled in-house||Used when a ticket has been scheduled out with a client and ticket resource|
|Working Issue Now||Used when the ticket is currently being worked by the ticket resource|
|Client Responded||Used when the client replies to an open ticket|
|Pending Closure||Used when the client has not responded to a ticket and will automatically close in 1 business day.|
|Waiting parts/repair||Used when waiting on parts or repair|
|Waiting on client||Used when waiting on a response from the client|
|On-Hold||Used when the ticket is On-hold
Example: Ticket will be addressed next time onsite
|Completed||Ticket is Resolved|