What are Communication Channels?
Communication channels are the methods used by the customer and defined in the SLA for notifying the service provider of any issues with their systems. Acceptable communication channels may include:
- Online Ticket System
Our online ticket system is the Service Providers internal ticket queue. Entering requests directly into the queue is the most efficient and effective way to make sure that a request is received and responded to. This system is available at: http://support.istam.net
- Email Support
You can also email us at firstname.lastname@example.org or you can email your project manager directly. While email support is a great way to communicate with us, there is no way other than just writing in the email to declare the priority of the request.
- Phone Support*
Calling the office number and selecting option “2” for support is also a great way to communicate with us. One of our technicians will create a ticket for you over the phone, or based upon your voicemail if no technician is available to take your call immediately.
*NOTE: This communication channel must be used in order for any request to be considered an “URGENT” request. In other words, if you’re out of business because of technology failure, call us immediately, in addition to submitting a support ticket.