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
- Decide how much your issue is blocking work. Use these priorities when you submit a ticket.
- Low: a question, a request, or something that is annoying but not stopping work. Examples: a software install request, a how-to question.
- Medium: something is broken for you, but you have a workaround. Example: your second monitor stopped working but your laptop screen still works.
- High: you cannot do your job. Example: you cannot sign in, email is down, a critical app crashes.
- Critical: multiple people are down or a business-critical system is offline. Example: the office internet is out, a server is unreachable.
- Submit the ticket with the right priority. The team responds during standard business hours, Monday through Friday.
- 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.
Related Articles
Need More Help?
Submit a ticket at support.bostonmit.com or email support@bostonmit.com.