Support Information

Priority Levels and Contact Method


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 toisolate 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?