How to request help/contact support

TABLE OF CONTENTS

• Check the Knowledge base
• Contacting the Help Desk
• Ticket Priority
• Response and resolution times

You may occasionally have a question or require technical assistance. Intero Integrity’s Help Desk is here to help.  

Check the Knowledge base

Before contacting the Help desk, please consult the knowledge base as there may be an answer to your question or a documented solution available. 

Contacting the Help Desk

If there's no solution or answer documented in the knowledge base, please send your question or support request to helpdesk@intero-integrity.com, or fill out the Submit a ticket form. If you’re unable to submit a request yourself, please ask a colleague to submit the request on your behalf.

Requests are prioritized based on urgency and business impact and assigned to the help desk representative most suited to process your request. We strive to resolve most standard-priority requests within a few days.

IMPORTANT: Please be aware that all requests must be submitted to the Help desk via email or web form which logs a ticket in the Help desk system for reporting and compliance purposes. 

Attempting to ‘jump the queue’ by contacting a help desk representative directly (e.g., Teams-chat, text/WhatsApp message, call, walk-in etc.) to log a request isn’t appreciated.

Note: When submitting your request, include as much detail as possible, such as:
- Which applications, systems or services are affected?
- When did the issue first occur? How often has it occurred?
- Where did the issue occur? (e.g at the office or off-site).
- Is there an error message? What does it say? (Send a screenshot if possible)
- Are you aware of others experiencing the same issue?
- Were there any changes made to the device recently (e.g. new software or hardware).

Ticket Priority

The impact and urgency of an incident request is used to calculate its priority. This ensures that requests with the highest priority are resolved first. 

Impact, urgency and priority are levels are defined in the priority matrix.

Response and resolution times