Customer Support
Priority Support
Priority Support is provided to customers with established and current service contracts. This allows us to provide a superior class of service to customers who have engaged in an ongoing business relationship with IT Refined.
Please Note: Priority Support customers are always given scheduling and trouble preference over and above non-contracted customers. We provide a much higher level of service and support to customers who partner with IT Refined.
Priority Support - Contact Methods
- Customer Specific Web Portal:
This web portal provides your specific priority contact methods, account managers, and tools. Quickly and easily, all in one place!
Customer Portal URL location: http://www.itrefined.com/portal- Quick Trouble Ticket Submission Email Gateway:
Priority Email Address Example Trouble Types HIGH <account-name>-high@support.itrefined.com
Example: acme-high@itrefined.comHigh Priority / Emergency / Business Critical Tickets
Issues affecting LARGE groups of users, production activities, and business function.
NOTE: High Priority service requests are billed at Emergency Service RatesMEDIUM <account-name>-medium@support.itrefined.com
Example: acme-medium@itrefined.comImportant Questions, Messages, and Tickets
Low/No impact to business production. Issues affecting a relatively small group of users, or projects.LOW <account-name>-low@support.itrefined.com
Example: acme-low@itrefined.comNormal / Low Priority inquiries.
Adds, removes, changes; and general day-to-day support needs. Also, scheduled project work.- Telephone Support
Priority Support telephone numbers, and account manager contacts, are only detailed on your Customer Specific Web Portal page
Please Note: Using the "Quick Trouble Ticket Submission" Email addresses above, is superior to a telephone call as your request is placed into our alerting and issue tracking system. Thus giving your request a higher visibility to multiple staff members, as well as generating automatic alerts and alarms to multiple staff.