NoShinIT

Support for clients

Need help? Start here.

The portal is the quickest way to reach our service desk. If people cannot work, phone us.

Client portal

Open a ticket, add screenshots and follow progress.

Open the client portal

  1. Portal

    Open a ticket

    Best for most requests. You can attach screenshots, see who has the ticket and read every update.

    Open the client portal

  2. Email

    support@noshinit.example

    Your email becomes a ticket. Good for requests that can wait a few hours. Do not use email for anything critical.

  3. Phone

    +1 (555) 010-0100

    Use the phone when people are stopped from working, or when you suspect a security problem.

Help desk hours depend on your plan. Essentials covers business hours. Secure and Complete add after-hours support. Your agreement lists your hours.

Before you contact us

What to have ready.

Five details that let an engineer start on the problem instead of asking questions.

  1. Who is affected. Your name, and whether it is only you, your team or everyone.
  2. Which device or system. The computer name on the sticker, or the name of the application.
  3. What you see. The exact error message. A screenshot is best.
  4. When it started. And whether anything changed just before.
  5. How to reach you. A phone number, and the times you are at your desk.

Response-time targets

How quickly we aim to respond.

A first response means an engineer has read your ticket and replied to you. It is measured within the support hours of your plan.

These are targets, not measured results. We are a new company. We will publish results once we have the ticket history to support them.

First-response targets by priority
Priority Target
Critical 15 minutes target
High 2 hours target
Standard 8 hours target

Bars are a guide to relative length and are not drawn to scale.

Priorities

What counts as critical.

We set the priority by how many people are stopped and how serious the risk is. Tell us if you think we have it wrong.

Critical

Target: 15 minutes

  • The whole company or a whole site cannot work
  • A server, the network or email is down for everyone
  • You suspect a security incident, such as a hijacked account or ransomware

Phone us. Do not email.

High

Target: 2 hours

  • One person or one team cannot work
  • An important system is slow or partly failing
  • There is a deadline today that the problem puts at risk

Portal or phone.

Standard

Target: 8 hours

  • Something is wrong, but you can keep working
  • Requests for access, software or changes
  • Questions and advice

Portal or email.

Not a client yet?

The service desk is for clients. If you are looking for an IT provider, book a consultation or email hello@noshinit.example.