Client support
How to reach us, what to include so we can move faster, and how escalation works when something is not being resolved.
How to reach us
Open a ticket
Email creates a ticket automatically and starts the clock. Use this for anything that is not stopping business right now.
support@infinitynetworksfl.com
Robert: confirm the support address and the ticket portal URL.
Call us
If something is down or degraded for multiple users, call. Do not wait on an email during an outage.
After-hours coverage and response targets are set by your agreement tier.
Escalate
If a critical incident is not progressing, escalate. You should not have to ask twice, and using this path is never held against you.
Robert: add the escalation number or address and the named escalation contacts.
What to include when you report a problem
Most of the delay in resolving an issue is spent establishing what is actually happening. Six pieces of information usually collapse that to nothing.
Who is affected
One person, one department, one building or the whole site. This single answer usually determines severity.
What exactly fails
“Cannot reach the practice management server” tells us far more than “the internet is down.” An error message verbatim is better still.
When it started, and whether it is constant
Intermittent problems need timestamps. If you can note the clock time each time it happens, we can correlate against monitoring data.
What changed
New equipment, a vendor visit, a power event, a storm, a software update, a moved desk. Say it even if it seems unrelated. It usually is not.
What you already tried
Saves us repeating it and tells us what the result was.
Site access and a contact on the ground
If a technician may need to attend, who lets them in and what hours the space is available.
How we will classify it
| S1 | Site or business-critical service down, or an active security incident |
| S2 | Major degradation, or a department or critical function down |
| S3 | Limited impact with a workaround available |
| S4 | Requests, changes, moves, adds and planned work |
Response and restoration targets for each severity are stated in your Management Service Agreement. If you believe something is classified too low, say so and we will review it rather than debating it in a ticket.
Planned maintenance
Maintenance that could affect service is scheduled in advance and notified to your named contacts, with the window, the expected impact and the rollback position stated. Emergency maintenance for a security issue is the one exception, and you will hear about it as it happens rather than afterward.
Before you open a ticket
Everything is down at one site. What should I check first?
Confirm power to the network equipment, including anything on a UPS that may have exhausted its battery during an earlier outage. Note the indicator state on the gateway or ONU. Then call rather than emailing. If our monitoring is in place we may already be working it, but the call confirms the site impact and any access constraints.
Should I reboot the modem or gateway?
Please do not, unless we ask. A reboot clears exactly the counters we use to identify an intermittent fault, and the problem then has to recur before we can diagnose it. It also resets the carrier’s view of the fault, which weakens an escalation.
A vendor needs network access. What is the process?
Send us the vendor, the systems involved, the access required and the window. We will provision the access appropriately, usually on a segment scoped to their equipment, and remove it afterward. Please do not have a vendor plug into the network unannounced. That is the origin of a meaningful share of the problems we later investigate.
Do you support personal devices?
Coverage is defined by the asset list in your agreement. We will always help a person get onto guest wireless, and we will tell you plainly when a request falls outside scope rather than doing the work and billing you for it without warning.
How do I add or remove a user?
Send the request from an authorized contact. Your agreement names who can authorize account changes, which exists to protect you: a convincing email asking to add a mailbox rule or reset a password is a very common attack, and we would rather be slightly inconvenient than fast and wrong.
Not a client yet?
This page is for organizations we support. If you are evaluating us, start with an assessment instead.