Heritage Help Desk
We look forward to supporting your technical needs
Service Response – Updated Priorities
To obtain Quicker Resolutions, Please Include:
- Screenshots of the issue or error message. Learn How
- Steps to replicate the issue.
- Details on what activity is prevented.
- If you are submitting a ticket for a system other than your own, please include the number located on the HTS sticker of the affected system and the user’s name.
Your service request will go directly to a Level 1 Help Desk technician. The technician will triage incoming calls and respond quickly to issues that need immediate attention. In many cases the technician will be able to resolve minor issues as the first point of contact. Our Goal is to respond as promptly as we can to all requests. In addition to issue severity, response times are based on technician availability and collective requests received within the Help Desk.
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By providing direct access to an experienced technician we hope to improve the response time for all requests and increase the value of our Virtual IT Partner Managed Support offering.