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Helpdesk
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Helpdesk

Our goal is to catch issues before they would require a helpdesk ticket to be generated by our clients.  We find over time, helpdesk tickets decrease in number and revolve primarily around usability issues.  We offer support in three ways and allow for setting ticket status, which in turn affects support time.  Our helpdesk process is outlined below:

The options for submitting trouble tickets to the 1Pointe Helpdesk are listed below in order of preference.



1. Submit Your Ticket Online
From the website you can submit tickets, review existing and completed tickets and peruse our forums. Your username is your email address.
If this is your first time using the helpdesk, please sign up by clicking the "New to 1Pointe Support Desk?" link. You will be asked basic information an account will be created for you.

 

Forgot your password? No problem. Just click on the "(Help! I don't know what to enter here!)" link and your password will be emailed to you.
If you cannot access the site, you can also submit a ticket by email.

2. Submit an Email
From your email program (i.e., Outlook), you can submit a ticket. The email will create a ticket for you and will send you a notification email verifying receipt and logging of your issue.
Any further correspondence can be done through email and will be added to the history of the ticket.
If you do not have internet or email capability, you may submit a ticket by phone.
3. Call the Helpdesk Line
You can always call the helpdesk number for assistance with submitting a ticket. During business hours (7:30 am - 5:00 pm PT), someone will work with you to input a ticket and the next available technician will call you back.
After hours, an on-call technician will answer. If the technician is unable to answer, you will be prompted to leave a voicemail. The technician will get back with you as soon as possible.


Tickets are handled in the order received but also with respect to criticality. The table below describes the prioritization of ticket handling.

Priority Description Business Hours Response After Business Hours Response
1 URGENT - A problem or issue impacting a significant group of users or any mission critical IT issue affecting a single user. 1 Hr 2 Hrs
2 HIGH - A non-urgent but significant issue affecting a single user; or an issue that is degrading the performance and reliability of a managed IT service. Also includes any support issues that may escalate to Urgent status if not addresses quickly. 2 Hrs Next Business Day
3 NORMAL – Routine support request that impact a single user or a non-urgent software or hardware error. 4 Hrs Next Business Day
4 LOW - A minor service issue or general inquiry. Next Business Day Next Business Day
5 NONE - A long term project or service request with no specific response expectation. Next Business Day Next Business Day
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