Support Contact Procedures

Download support contact procedures(pdf file).

How to Create a Service Ticket
  1. Email This email address is being protected from spambots. You need JavaScript enabled to view it.
  2. Go to www.ntiva.com/submit-service-request
  3. Visit customer portal at www.ntiva.com/clients  and create a service ticket
  4. Dial 888-99-NTIVA and choose Option 2 to speak with a Help Desk agent

 

What happens when a Service Ticket is generated
  1. Service Request Acknowledgment
    You will receive an email notification that a request has been received, logged, and assigned ticket #.
  2. Service Ticket #
    The Service Ticket # can be used to track your request via the online Customer Portal.
  3. Ticket Processing
    Once a ticket is generated it is evaluated and assigned to the best resource to handle the question or issue.
  4. Response
    A Help Desk Technician or Customer Care Representative will review the service ticket and take owner ship of the support request.

 

Prioritizing a Support Request

Priority

Explanation

How to proceed

3
  • Single computer or device issue.
  • Never happened before.
  1. Completely shut down workstation.
  2. Wait 15 seconds and Restart workstation.

2
  • Single/Multiple device issue.
  • Reoccurring or Constant.
  • Annoyance/Does not prevent work from being done.
  1. Submit a service request
  2. The ticket is evaluated and assigned to the best resource to handle the request.

1
  • Multiple device issue.
  • Constant.
  • Prevents work from being done.
  1. Call 888-99-NTIVA to speak with a Help Desk Technician

 

Contacting Ntiva

Customer Care                

Technical Support

Sales Department  

Web Development 

Accounting        

After Hours Support

888-99-NTIVA      Option 1

888-99-NTIVA      Option 2

888-99-NTIVA      Option 3

888-99-NTIVA      Option 4

888-99-NTIVA      Option 6

888-99-NTIVA      Option 9

 

This email address is being protected from spambots. You need JavaScript enabled to view it.  

This email address is being protected from spambots. You need JavaScript enabled to view it.

This email address is being protected from spambots. You need JavaScript enabled to view it.

This email address is being protected from spambots. You need JavaScript enabled to view it.

 

For emergencies, dial 888-99-NTIVA and press Option 9. Otherwise, all non-critical issues will be addressed during the normal business hours in order of priority.

Normal business hours are Monday - Friday 6:00 AM to 9:00 PM EST and Saturday 7:00 AM to 5:00 PM EST

 

 
 
 
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