The Solomon IT Support Process: What You Can Expect
We proactively manage your IT environment to minimize disruptions and keep your business running smoothly. When an incident occurs, our structured support process ensures fast, transparent resolution by qualified experts.
Our Customer Support Process
We stand ready to get you back on track quickly and efficiently. One email or call starts the process. Here is exactly what you can expect:
Automatic Acknowledgement – Receive immediate confirmation that your request has been logged and our team is ready to assist.
Service Ticket Creation – A unique ticket number is assigned for full visibility through our secure customer portal.
Ticket Processing & Assignment – Your request is evaluated and routed to the most qualified technician based on the issue type and urgency.
Personal Email Response – The assigned resource contacts you directly, often with an initial assessment and plan. A follow-up call is scheduled when needed for deeper understanding.
Automatic Progress Updates – Stay informed with real-time status notifications until the issue reaches full resolution.
Commitment to Quick Resolutions
Our goal is to resolve issues rapidly so your business experiences minimal downtime. We guarantee a response within 4 business hours, with many cases addressed even sooner.
Note for Valued Clients:
To ensure priority handling, call us at (865) 309-4343. Please use Option 1 on our phone system or email our dedicated support desk directly.
Option 2 is reserved for sales inquiries.
Frequently Asked Questions
What is the best way to request support? Email our support team or call and select Option 1.
How quickly will I receive a response? We guarantee acknowledgment within 4 business hours, often much faster.
Can I track my ticket status? Yes, all clients have access to our secure customer portal for real-time updates.
Do you support compliance-focused environments? Yes, our processes align with NIST, HIPAA, CJIS, and other regulatory frameworks.