Howdy!  If you’ve arrived at this webpage, that means you’re interested in learning about Support Response Times (how fast can we help you).

Responsive, Prioritized Support

ManagePoint provides responsive support through a shared team of experienced engineers, allowing us to efficiently assist all clients while keeping services cost-effective. Support requests are actively monitored and prioritized to ensure critical issues are addressed as quickly as possible, while still maintaining consistent, high-quality service for all clients.

This approach allows us to deliver reliable, scalable support by aligning the right expertise to each request, ensuring clients benefit from broad technical coverage and consistent service without unnecessary complexity.

How do you prioritize my requests?

Our goal is to respond to every request as quickly and effectively as possible. To do this, we prioritize support requests based on business impact and urgency, ensuring that critical issues receive immediate attention while routine requests are handled efficiently.

When a Critical issue arises, such as a complete network outage, we shift focus immediately to restore service as quickly as possible. If a lower-priority task is already in progress, for example a printer issue, it may be paused so we can address the issue that has the greatest impact on your business.

This approach ensures that the most impactful issues are resolved first, while all requests continue to move forward in an organized and predictable manner.

Here’s some examples of priorities with our target response times for these types of issues for clients on our Managed IT Service:

How do you manage my support request?

To help us manage the hundreds of support requests we get each week, we use a system called Autotask that helps us track, prioritize and schedule every single one of these requests.   It’s also the same system that we track hardware, projects, and any other helpful bit of information that will let us take care of you faster.

Email

Emailing helpdesk@manage-point.com is a convenient and efficient way to submit non-urgent requests. Your email automatically creates a support ticket in our system, and you’ll receive a confirmation within about 10 minutes letting you know we’ve received it. Our team will review the request and follow up as quickly as possible.

Helpful tips for email requests:

• Use a clear, descriptive subject line, such as “Create new user account for Frank.”
• Include as many relevant details as possible to help us avoid follow-up questions.
• For urgent issues, we strongly recommend calling so we can respond right away.  If that is not possible, please use keywords in the email subject such as urgent, emergency, or critical. 

Telephone

The fastest way to get support is to give us a call at 414-456-9837 and choose option 1. This allows us to gather details right away, ask questions if needed, and start working on your request immediately. Calling is the best choice for urgent or time-sensitive issues.

After Hours

If you need help after hours, call 414-456-9837, option 1, and leave us a voicemail. We’ll follow up as soon as possible. Please note that after-hours requests may include additional charges, and standard response times apply only during normal business hours.

Quick Tip

For the fastest service, please use our main Service Desk by phone or e-mail. Reaching out to individual team members directly may cause delays since the team does not have the ability to monitor the messages of other individual team members.

If you’re ever not sure how to reach us or what to do, just give us a call. We’re always happy to help.

Cheers,

The Team @ ManagePoint