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 the web support form, email, online chat, text, or the good 'ole fashioned phone.  If you need help right away, please call or text your local office for "Help Me Now" support.  Support is shared between our network operations centers in Farmington Hills and Traverse City.

Web Support Form/Email

The web support form and email are the best ways to reach us for standard support.  Both 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 and ticket queue are monitored throughout the day.

Live Chat

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.  You'll be prompted to enter some basic information and voila, you're connected to a live, capable person, right here in Michigan!

Phone

Have an urgent support request?  Is this the only time today you have to reach out regarding a pressing issue?  Call or text your local office, where a technician who is qualified to troubleshoot what's going on will take your request directly and start working on it!  By reserving phone calls for those urgent issues whenever possible, our awesome clients help keep our phone lines open.

What We Do with Your IT 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.  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)
    • Tomorrow
    • Within a week
    • Schedule for the future
  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.