Support Case Submissions Methods
The I.T. Experience provides 4 methods of submitting a support request. Please follow the instructions for 1 of the 4 options to submit a request for support
The recommended method for submitting a support case is from our website. This form captures all information needed in order to assist you as soon as possible.
To submit a support case via our website, visit https://theitexperience.com/supportrequest/ and provide all requested information.
If you are enrolled into one of our support plans, you can submit support cases directly from agent that is installed on your computer. This option will redirect you to our online support request system.
To submit a support case via our support agent:
- Click on the arrow near your clock (Windows computers only) to show your hidden icons and then right click on the support icon.
2. Select “Support Request” to open the case submission window.
3. Once selected, you will be redirected to our support request system.
You can also submit a support case via email.
Email help@theitexperience.com with as much detail as possible. Be sure to provide what error you are receiving (if any) and any additional details regarding your request that will allow us to assist as efficiently as possible. While emailing a support request is accepted, it is strongly recommended to utilize either option 1 or option 2 so we can capture all the necessary details to quickly respond.
When available, you can request support via our website chat platform.
We utilize an online chat platform during normal business hours for our clients to ask quick questions and to report minor issues. Please provide as much detail as possible when entering your message. To begin a chat, click on the chat icon on the bottom right of our website (when available) and enter in all required information.
In some cases, a technician may be assisting another client or away from their desk even though the system shows a technician to be available. If you do not receive a response, please leave additional information regarding your concern. A ticket will be automatically generated with your message.
What about phone or text? Can I call you?
We ask that all requests for support be submitted via one of the 4 methods (preferably option #1) above. If there is a business critical need that requires immediate support you can contact us via phone or text for support. If no technicians are available, please leave a voicemail with details regarding your business critical request.
We reserve the right to ask you to submit a case via one of our approved methods if a phone call or text is received.
How long will it take for a technician to reach out to me?
Response times will vary based on a number of factors such as issue priority and the assigned SLA (service level agreement) in your recurring support agreement.
In most instances, you can expect a response to your case within 90 minutes during normal business hours (Monday-Friday 7AM-7PM)
Our standard service level agreement for an initial response to your support case is 3 business hours unless otherwise noted.
Looking to review submitted requests or check for updates?
All of clients can register for an account on our Support Portal to review previously submitted requests, updates on current requests and even submit new requests!
To register, visit our registration page to “Sign Up”
I have other questions, what do I do?
Take a moment to review some of the frequently asked questions our clients ask.
If your question is not answered here, please email help@theitexperience.com or submit a support case via one of the methods mentioned in this article.