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Support Process

Having the best systems in the world is worthless
unless you are to fully utilize them.

When your system experiences a hiccup, you need to know that you have a support partner who can get you back up and running quickly and efficiently, with minimal downtime. Centerpoint IT has refined and perfected a support ticketing process over the years that is as easy as 1-2-3 – and that will get you back up and running pronto.

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Step 1: Initiate a Ticket

You can’t always plan where you will be when you experience a challenge with your systems, so Centerpoint IT offers three different ways that you can initiate a ticket:

  • Call (404) 781-0200 to report your problem directly to a live person
  • Submit via our web-based customer portal

No matter which option you choose, once you report your issue, it will be assigned to an engineer, and you will receive a summary report that acknowledges receipt of your service request and provides a follow-up service order number.

Step 2: Service Is Performed

Once your service request has been received, it is placed into a queue based on the date and time it was received and the severity of the problem. Your assigned engineer will help shepherd you through the entire support request as your single point of contact for clarification or to provide more information. If you are one of our managed services clients, your request will receive a higher priority in the queue, as well as reduced hourly rates for any support that is not covered.

Step 3: Service Ticket Resolution

Once your service ticket has been resolved to your satisfaction, a summary email is sent to you with details of the work performed. If you have any questions about resolution at this time, you will be able to follow up to assure that everything comes together to your satisfaction.

Centerpoint IT wants to ensure that each client is able to get the full benefit of their business technology through effective design,
implementation and ongoing proactive management of their systems. Our qualified and friendly engineers are standing by to help keep your business running effectively.

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