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.
What We Do with Your IT Support Request
Whichever submission method you choose, the process after that is about the same.
- Begin triaging.
A technician thoroughly reviews the support request (ticket) to understand your needs and identify what else we need to know. We always need to know how pressing an issue is for you. Please include a resolution timeline with your request so we can respond according to your expectations.
- Help Me Now – call or text so we can work with you right away!
- Today (EOD)
- Within a week
- Schedule for the future
- 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.
- 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.