24/7 IT Support

Always-Available Network Support

As a Your Net client, no matter what time of day or what day of the year, you can be confident that our IT support team is here to help when you really need it. We support Michigan companies unwaveringly and take great pride in helping grow and sustain successful businesses and great jobs in our state.

 Standard Tech Support Options

During business hours, support is available via online chat, email, or the good ‘ole fashion phone.  Support is shared between our network operations centers in Farmington Hills and Traverse City.

Live Chat

Live Chat is the fastest way to get in touch with our support team. You’ll be prompted to enter some basic information and voila you’re connected to a live, capable person, right here in Michigan!  We offer live chat for those cases when you’re on a noisy shop floor, you’re hearing impaired, you need to be able to multitask at your desk, or you just prefer chatting online.

Email

Using the support team email address makes sure your request isn’t sitting in an individual’s inbox while they’re on vacation. Email messages are auto-transferred to our ticketing system, and just to be sure we’ve dotted all of our “I”s and crossed all our “T”s (IT, get it?!), the inbox is monitored throughout the day.

Phone

Follow the prompts on our phone system to speak with a knowledgeable person who will get you the support you need. We pride ourselves on answering phone calls, so you’ll always hear a cheerful voice on the line.

What We Do with Your IT Support Request

Again, Live Chat is the most efficient tool available to submit a support request. Whichever submission method you choose, the process after that is about the same.

  1. Begin triaging.
    A technician thoroughly reviews the support request (ticket) to understand your needs and identify what else we need to know.
  2. Ask clarifying questions.
    We might reach out to you with some questions about your request or to determine how pressing an issue is for you. Ideally, when a Support Services Specialist or Network Technician picks up your ticket, they will have a clear picture of your situation and be able to do some preliminary troubleshooting before getting you involved.
  3. Prioritize and assign your ticket.
    Based on a variety of factors, each ticket is assigned a priority level.
     
    • Your indicated sense of urgency
    • The number of people affected by the issue
    • The issue’s overall impact on your organization

    The highest priority tickets are immediately assigned, others are put into queues and addressed on a first come, first served basis.