Hours of Operation
Monday – Friday: 8:00 AM – 6:00 PM (EST)
Support is available for all clients during normal business hours.
After-Hours Support
Limited after-hours/emergency support is available.
Additional fees may apply depending on contract agreement.
Phone Support
If you call in, please have the following ready:
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Your name and organization
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Device or system affected
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Summary of the problem
Fastest Way to Get Support
Email: Support@itmtechnologies.com
When you email our support queue, a ticket will automatically be created in our system and assigned to an engineer. You will receive a confirmation email with your ticket number shortly after submission.
WHAT TO INCLUDE IN YOUR EMAIL
When requesting support, please include:
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Your name
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Your organization / department
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Your phone number
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A detailed description of the issue
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Any error messages or screenshots
Providing this information speeds up diagnosis and resolution.
ConnectWise Client Ticket Portal
If you have a portal account, you can:
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Submit a new ticket
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Review open tickets
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Track progress
Portal Access: Client Ticket Portal
Ticket Prioritization
Issues are prioritized based on severity:
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Critical: Work-stopping issue
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High: Major service disruption
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Medium: Intermittent or degraded function
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Low: General request or how-to
Our goal is to resolve issues quickly and keep you working efficiently.