Client Support
Get the help you need, when you need it.
Intech Hawaii Support Center
To get technical support, please use the following form and one of our team members will get back to you. You can also email us help@intech-support.com or call us at 808.596.9500 and choose option 1. For emergencies, please call.
Important Note: If you send emails to our individual email addresses, this will slow down our response times. Please contact us using the methods listed above.
How Fast Will You Respond?
We are a Shared Services business model. It means you are sharing our whole team with the rest of our clients. While this is good as you do not have to invest huge amounts of money and time to build out and manage your own internal IT team, it means that we can not offer immediate support for you for 100% of the time. We wish we could, but we would need to charge 10x the price.
However, we know that one of the easiest ways to make you happy is to provide FAST and RELIABLE support when you need it most.
So to keep things moving, we categorize all issues into priorities and work them in order. This means that when you have an urgent issue, we can work on it super quick by taking a little longer to work on your lower priority tasks.
Here are the times we aim for in each priority, along with some simple examples. All requests are triaged within 12 minutes.
| Priority 1 | Requests that are time sensitive and prevent multiple users from working. Ex. main server is offline. | 1 hours |
| Priority 2 | Requests that are time sensitive, but does not prevent multiple users from working. Ex. your CEO's computer has stopped working, and they have an urgent task. | 2 hours |
| Priority 3 | Requests that affect multiple users, but does not need to be handled immediately. Ex. main copier is down, but other printers are available. | 24 hours |
| Priority 4 | Requests that do not affect multiple users, and does not need to be handled immediately. Ex. new employee configuration. | 72 hours |
These are our stated response times. We aim to be faster.
When Are You Available?
We are available 24x7, but in order to maintain a healthy work life balance for our team, we categorize our availability into Business Hours and After Hours.
During Business Hours, we work on all ticket types. During After Hours, we work on urgent tickets only.
| Monday - Friday | 8AM-5PM | Business Hours. Unlimited remote service. Unlimited onsite support. |
| Monday - Friday | 5PM-8AM | After Hours. Support for Priority 1 and 2 requests. Monitoring alerts suppressed between 10PM - 7AM. |
| Saturday - Sunday | All Day | After Hours. Support for Priority 1 and 2 requests. Monitoring alerts suppressed between 3PM - 10AM. |
| Holidays | All Day | After Hours. Support for Priority 1 and 2 requests. Monitoring alerts suppressed between 3PM - 10AM. |
Security vs. Usability
In the technology world, there is an ongoing battle between Security vs Usability. Every day, there are millions of hackers around the world, trying to break into networks like yours. There are literally high rise buildings full of these hackers in some countries.
The problem with technology though is that typically, the more secure your systems, the harder they become to use. Security should support and enable better business and should not hinder business functioning, staff, or negatively impact efficiency.
So, please know that we do our very best to make your business as secure as we can with the budgets you give us to work with. And, at the same time we also try to make things as easy to use as possible, while keeping security as high as we can. We err on the side of high security, but we also aim for easy usability.
When it comes to managing your environment, we believe in a security by design approach.
Feedback?
Mahalo for partnering with Intech Hawaii to take care of all your technology, cybersecurity, and compliance needs. We strive for 100% client satisfaction, 100% of the time. We are so obsessed with client satisfaction that we track this in real time.
Whenever you request help, we end the request by sending you a quick survey. If you can spare 6 seconds, please do fill out the form and let us know how we are doing. This helps us continuously improve our service delivery.
Your Ticket is Now Closed
How did we do?
While we strive to exceed your expectations all the time, we are not arrogant enough to think that it is possible to be 100% perfect 100% of the time. We are humans after all. If we ever fail to meet your expectations, please submit a comment and we will contact you within 24 hours.
Live Support
When directed by Live IT support, click the button below to start your remote session.
