Our Service Hours and Response Times

Our Service Hours and Response Times

Our Service Hours and Response Times

Overview

This article explains when the Boston Managed IT support team is available and how quickly you can expect a response based on how urgent your issue is.

Before You Begin

  • A ticket submitted through support.bostonmit.com or by emailing support@bostonmit.com.
  • A sense of how urgent your issue is so you can set the right priority.

Steps

  1. Decide how much your issue is blocking work. Use these priorities when you submit a ticket.
  2. Low: a question, a request, or something that is annoying but not stopping work. Examples: a software install request, a how-to question.
  3. Medium: something is broken for you, but you have a workaround. Example: your second monitor stopped working but your laptop screen still works.
  4. High: you cannot do your job. Example: you cannot sign in, email is down, a critical app crashes.
  5. Critical: multiple people are down or a business-critical system is offline. Example: the office internet is out, a server is unreachable.
  6. Submit the ticket with the right priority. The team responds during standard business hours, Monday through Friday.
  7. For Critical outages, support is available 24/7. After-hours critical issues should be called in using the number in your welcome email, even if you also submit a ticket.

Troubleshooting

  • If you are not sure what priority to choose: pick the closest match. A technician will adjust it if needed.
  • If you submitted a ticket and have not heard back within the expected window: reply to the confirmation email to bump it, or call the support line for urgent matters.
  • If your issue becomes more urgent: reply to your ticket and ask to raise the priority. Explain what changed.
  • If it is after hours and the issue is not critical: submit the ticket anyway. It will be picked up the next business day.

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Need More Help?

Submit a ticket at support.bostonmit.com or email support@bostonmit.com.

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