IT Support | GenInf

The Steps to Successful Service

3 Ways to Engage GI's Service Department

3 Ways To Engage

The Steps to Successful Service

Nick sits down with GI Service Manager, Cherie Walker, to discuss the service department workflow and how to best get the expediency your need requires.

3 Ways to Engage

By Phone

Calling is the fastest way to get your issue to an engineer. In most cases, the service manager gets someone on the line with you immediately.

By Email

Service requests are also accepted via email. All you have to do is email support@geninf.com and we'll take care of the rest.

Via the Web Portal

Create and track your ticket through our web portal. To open a ticket, simply click here or click the "Client Support" button in the header at geninf.com.

Once a ticket is submitted... What are the next steps?

Our goal is to serve you and get you the service you need in as little time as possible, regardless of how your ticket is entered.  That’s why we guarantee that tickets are assigned to an engineer no later than 30 minutes after submission.  In most cases, an engineer has already been assigned in as little as 5 minutes!

What about notifications?

You are notified and kept up-to-date on the status of your ticket all along the way.  From the time the ticket is entered, to updates made internally, to successfully handling your issue, and closing the ticket — you are apprised of status changes.

Who will work on my issue?

One of the ways we have such a successful service record is because we have different service teams dedicated to certain clients.  That means an engineer or technician who is familiar with your environment and tech stack will be the one who ultimately handles your issue.  There’s no learning curve!

Are you getting the service you deserve?

With General Informatics as your IT services partner, a team of 70+ engineers, consultants & MBAs work as an extension of your company to proactively manage and support your technology.  Contact us today to get started.

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