How To Get Support and Service
Thank you for selecting Code Vapor as your managed service provider. Our goal is to provide customized service and support that will help you to be more productive. Your company has purchased the IT Managed Service package with the vCTO (virtual technology officer) option.
Our Support Hours Are: 8:00 AM – 5:00 PM, Monday – Friday, excluding holidays. Closed Saturday and Sunday
Placing a Support Request: If you have a hardware or software problem, need to place a new equipment order, or have a general question, you can request service in several ways:
Email: Send an email to firstname.lastname@example.org. In the email clearly describe the problem or request. A ticket will be automatically created by the system under your name and company. An engineer will be notified by email of your request. Do not select this method if your request is urgent. Normal response time is less than 4 hours.
Support Portal: Go to cv.portal.mspmanager.com and enter a request. You can login to the portal or enter a quick request without logging in. Admins or staff who enter a lot of requests or want to see all their requests, can request a password. You can also enter a quick request without a password at this portal.
Telephone: Call 317.219.3252, option #1 for calls that are urgent. Response time will be immediate if no other priority calls are in queue.
Understanding Priorities: We have 5 levels of priorities. Normal is the default and Critical is the most severe. Please see the table below for recommended use:
|Priority||Examples||Preferred Contact Method||Response Time|
|Low||General questions, new equipment orders, projects or service that is not critical||Email or portal||2 - 3 days|
|Normal||Software and hardware problems that have workarounds||Email or portal||Same day if possible|
|High||Stopping productive work||Portal or telephone||With 4 hours|
|Urgent||Serious loss of productivity with no workaround||Telephone||Within 1 hour or less|
|Critical||Total failure of the office productivity. More than one person.||Telephone||Interrupt all other customers. Call back immediately.|
- PC Hardware Installation & Repair
- New PC Hardware
- Software Questions and Support
- Windows 10, Mac OS
- Office 365 (Word, Excel, Powerpoint)
- Email (Microsoft Office, Gmail, Yahoo)
- Adobe Indesign, Photoshop
- Printers & Network Attached Copiers
- Telephone Support (Select customers)
- Microsoft File Servers
- Cyber Security Questions and Training
- Select Audio Visual Equipment
- Technology Strategy & Direction