HOW TO GET I.T. SUPPORT FROM IND

Please select one of the following methods to contact us for technical support.

1. SEND US AN EMAIL

Send an email to your provided help desk email

Make the subject a brief title for your issue.

The body of your email should include:

Summary of the issue
When the issue began
How many people are impacted
How urgent the issue is

PLEASE NOTE: All tickets created by email are opened as priority 3 by default. To open a priority 1 ticket by email, you must write the word “URGENT”

(without the quotes) in the subject line of the email. If you have an urgent issue that needs resolution outside of business hours (8 a.m. – 5 p.m. EST), you must submit the request by calling 973.227.5020

2. GIVE US A CALL

Need to speak with someone now? No problem! Give us a call and of our friendly and professional support staff members will help right away.

PHONE 973.227.5020 option 1

3. REMOTE DESKTOP SUPPORT

Use this option only if you’ve received a ticket number from our support team.

LOG IN TO OUR WEB

Step 1: Log in to our portal

Step 2: Select your type of support request

Step 3: Enter a brief title and give details for your issue. For urgent issues, check the “emergency” checkbox on the create ticket page. If you have an urgent issue that needs resolution outside of business hours (8 a.m. – 5 p.m. EST), you must submit the request by calling 973.227.5020.

ALREADY SUBMITTED A TICKET? HERE’S WHAT TO DO NEXT

Track your service request

Once you submit a ticket, you will receive an email notification that it was received along with a ticket number. You can use this number to track your request on our web portal. You will receive another email notification when your ticket is opened and in most case will be contacted by the engineer assigned to your ticket. You can also continually follow the progress of you ticket on our web portal.

Update an existing ticket

If you ever need to update a ticket or inquire about the status, you can reply to the email notification you received when you first submitted the ticket. You can also re-open a closed ticket in this way. Any notes you email will be automatically added to the ticket details.

How we process tickets

Once a ticket is created , it is assigned to an on-staff engineer with the best skill set to achieve a speedy resolution. Tickets are handled according to the level of urgency, but we always aim for a quick solution so your business feels minimal disruption.