Support Process

Nobody wants to wait around for IT service.

When you encounter a problem, you want to know that your IT provider is working to fix that problem so you can get back to work. CTO Networks knows that, that’s why we use an efficient and systematic process to resolve your service ticket as soon as possible.

To submit a ticket, send an email to info@ctonetworks.com with your concern and a couple of things will happen:

  1. Automatic Acknowledgement: You’ll be notified right away through our automatic acknowledgment system, letting you know that your request has been received and logged.
  2. New Service Ticket: Your service request is processed and given a ticket number. You can track your service ticket from the Customer Portal. You can access your portal at any time from your desktop.
  3. Ticket Processing: Once the ticket has been created, we evaluate the problem to find the best solution to your question or issue – taking the time to do it properly the first time.
  4. Email Response: You will receive an email from one of our IT experts as they begin working your request. They will call you to discuss the issue and figure out how to problem occurred, and how to avoid it.
  5. Automatic Updates: You’ll be notified with automatic updates on the progress of the work according to the workflow rules we have set up.

CTO Networks works hard to provide our clients with outstanding customer service. We’ve staffed our service desk to ensure that your call never goes unanswered. Our help desk is based right here in Dallas and doesn’t use call trees or robots – so you’re always talking to a real IT service professionals!

 

Don’t get left waiting around for IT support. Unattended problems can escalate and threaten your company’s productivity. Reach out to CTO Networks for the consistent and efficient IT support that your business needs. Contact us at info@ctonetworks.com or (214) 793-0356 to learn more.

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