1. To Place a Service Request

The Service Desk is staffed Monday-Friday nine hours a day (8:00 to 5:00pm EST), and an on-call technician is always available after-hours and on weekends to respond to emergency requests (for further information about emergencies see section 4 below).

To speak to a service Technician, please do one of the following:

To assist us in providing you with a prompt and efficient resolution to your IT problem, please provide us with the following basic information about the problem:

  1. Nature of the problem
  2. Conditions and actions leading up to and attempted after the problem occurred
  3. Type of computer system (s) having a problem. (ie. Windows, Mac Linux)
  4. Version of Operating System (ie. WinXP Home, Win 7 Pro, Windows 8, MacOSX)
  5. Internet Service Provider (ie. Comcast, Verizon)

2. E-mail Confirmation

Within minutes of submitting your service request, you should receive a confirmation e-mail notifying you that your request has been entered into our system.

3. Wait For Our Response

Normally you can expect a response within 30 minutes of receiving e-mail confirmation.

Our technician will first attempt to resolve your problem without an on-site visit, however an on-site visit may be required after further investigation of the problem. In either case, our standard terms and conditions and the appropriate service fee will apply. If you have a System Maintenance Retainer Contract, the terms and conditions of that contract will apply.

4. Reporting Emergencies and After Hours Requests

To report an emergency outside of normal business hours, please call the main company phone number as listed above, follow the prompts to leave an emergency voice message, and a technician who is on-call will contact you shortly. Any unscheduled support provided after hours and/or on weekends qualifies as emergency support unless confirmed in writing, e-mail, or by quote. An additional emergency service fee will be billed per incident along with any travel and materials if applicable on any emergency 4hr response calls.

Thank you once again for choosing Intermedia Group. We look forward to providing your IT services promptly and efficiently