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Our Support Process

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Here is the process that we follow to resolve your service ticket.

Send us an email at info@puryear-it.com and several things will happen:

  1. AUTOMATIC ACKNOWLEDGMENT

You get an automatic acknowledgment that your request has been received and logged.

  1. NEW SERVICE TICKET

A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.

  1. TICKET PROCESSING

Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.

  1. EMAIL RESPONSE

You will receive an email directly from a resource as they begin working your request, followed by a phone call to discuss.

  1. AUTOMATIC UPDATES

The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.

Please note:

  1. TICKET RELATED RESPONSES

If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.

  1. TICKET UN-RELATED RESPONSES

If you have to notify us of an un-related problem, please create a fresh email to info@puryear-it.com and do NOT reply to an existing case or ticket email.

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