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SUPPORT INFORMATION

IsenTech Business Solutions Support Information

 

Contact IsenTech Business Solutions with any/all IT related issues.  This helps us track and troubleshoot seemingly unrelated or recurring network and system problems and can help uncover larger underlying issues.

 

Priority Levels and Contact Methods

 

Priority 1 Emergency – You cannot access your business critical applications from any of your workstations.

1) Call 678-363-6186 – leave a message if necessary

2) If when you call, you do not reach someone and have to leave a message, send a Text to   

    770-633-3193

3) In addition to 1 and 2 above, Email: EmergencySupport@IsenTech.com with the   

    Troubleshooting Information to be provided for Support information below or logon to the    

    www.IsenTech.com web site, click on the Support tab and Submit a Support Request

Priority 2 – You cannot access your business critical applications from a particular workstation.

1) Call 678-363-6186 – leave a message if necessary

2) Email: SteveIsenberg@IsenTech.com with the Troubleshooting Information to be provided   

    for support information below or logon to the www.IsenTech.com web site, click on the

    Support tab and submit a Support Request

 

Priority 3 - Individual application or system issues (applications will not work properly on a particular workstation or any other application or system problems)

1) Email: SteveIsenberg@IsenTech.com with the Troubleshooting Information to be provided  

    for Support information below or logon to the www.IsenTech.com web site, click on the  

    Support tab and submit a Support Request

 

 

IsenTech Business Solutions Support Services Hours of Operation

Priority 1 Emergency – 24/7/365

Priority 2 and 3

Monday – Thursday 8:00 am to 8:00 pm EST

Friday – 8:00 am to 5:00 pm EST

Saturday and Sunday by appointment

 

IsenTech Support Staff

Following are the lead support staff working with IsenTech.  If you are contacted by any of these it is safe to communicate with them or do whatever troubleshooting steps they request.

Steve Isenberg – SteveIsenberg@IsenTech.com             

Emily Knapp – EmilyKnapp@IsenTech.com 

Jeremy DeFrehn – JeremyDeFrehn@IsenTech.com

Andrei Gueletii – AndrreiGueletii@IsenTech.com

 

 

For your particular location please know the following:

1) Where is the Modem

2) Where is the Router

3) Where are the Switches (usually one larger switch located with the modem and router but

     there may be other smaller switches throughout the center that are used to connect multiple

     network devices into one network connection jack on the wall)

4) Where are the Servers

5) Where are the Network Copier/Printers

6) Who is the Internet Service Provider, Tech Support contact number and info necessary to

     provide to receive support (Account Number, DSL phone number, Account User

     Name/Password, Account Security Question Answer, etc.)

 

It helps if this equipment is labeled so that if there are issues when the full-time staff is not onsite other staff members will know which piece of equipment is what.

 

Note – NEVER press any reset buttons on any equipment unless told to do so by IsenTech support staff

 

 

Troubleshooting Information Requested for Support

 

Please provide as much of the information requested below as soon as possible.  The sooner an issue is reported, the easier it is to isolate and correct.

1) LogMeIn Computer “Description” of the system/s affected.  Look in the lower right-hand

    corner of the Desktop.  There should be a blue Icon with 3 white dots next to where the time is

    displayed.  Right-hand click on the Icon and select Open.  The LogMeIn Computer

    “Description”  is in the upper left-hand corner of the LogMeIn screen

2) Is the issue Reproducible (if I do these steps then this issue always occurs)?  If so please list

    the steps.  Please note that non-reproducible or intermittent errors are the most challenging to

    isolate and correct

3) If there are error messages or other pertinent information displayed on the screen please take a  

    screenshot and send in the email.  With the error or screen active on the Desktop hold the Alt

    key down and press the Prnt Scrn key.  Then paste into the email or Support Request form.

4) Please provide any other specifics (what were you trying to do in what application, what

     report or form where you trying to generate or print, etc.)

5) Windows login information (User Name and Password) for the system/s with the problem

6) Do other systems on the network have the same problem or is it specific to just one system?

 

 

 

 

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