How to Request Support from BMIT SOP

How to Request Support from BMIT SOP

Purpose

This Knowledge Base Article outlines the standard operating procedure (SOP) for clients to submit a service request with BMIT.

Scope

This SOP applies to all BMIT's client's.

Procedure

  1. Identify the issue or need that requires IT support.
  2. Choose one of the following methods to request support from BMIT:
    1. Email: Send an email to support@bostonmit.com with relevant details, such as name, contact information, priority level, description of the issue or need, expected outcome, etc.
    2. Web: Visit the BMIT website at https://support.bostonmit.com and fill out a support request form with relevant details, such as name, contact information, priority level, description of the issue or need, expected outcome, etc.
    3. Phone: Call (800) 899-3195 and press 1 to speak to a BMIT support agent. Provide relevant details, such as name, contact information, priority level, description of the issue or need, expected outcome, etc.
  3. Receive a confirmation email with a ticket number for your request.
  4. Wait for a response from the BMIT support team within the agreed service level agreement (SLA).
  5. Communicate with the BMIT support team via email, phone, or chat as needed until the issue is resolved or the need is met.
  6. Provide feedback on the quality and satisfaction of the support service

Roles and Responsibilities

The requester

The Requester is responsible for providing accurate and complete information on the support request form, following up on the status of the request, cooperating with the BMIT support team, and adhering to the terms and conditions of the service contract.

The BMIT support team

The BMIT support team is responsible for acknowledging and reviewing the support request, assigning a suitable support agent, contacting and assisting the requester, resolving or fulfilling the request within the SLA, and ensuring customer satisfaction.

Tracking and Resolution

  1. The request will be tracked and resolved by BMIT using a ticketing system that assigns a unique number to each request.
  2. The requester can check the status of their request online using their ticket number or contact the BMIT support team for updates.
  3. The BMIT support team will also notify the requester via email when their request is resolved or fulfilled.

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