How to Get IT Support

Please select one of the following methods to contact us for technical support.

Display Help IND CORP Remote Desktop Support

Laptop icons Login to Our Web Portal

After you login, click the Create Ticket button on the top right-hand side of the page. In the Step 1 area, click on one of the 6 boxes that best describes your type of support request. In Step 2, enter a brief title and then detail your issue and answer all of the questions as best you can. For urgent issues, click the “Emergency” checkbox on the Create Ticket Page.

Requests for urgent support outside of business hours (8 AM – 5 PM EST) must be submitted by telephone to get a response outside of business hours. Otherwise, your urgent request will be addressed during the next business day.

IND Corp Logo system trayClick On IND Logo in System Tray (Only available on devices managed by IND)

Click on the IND logo in your system tray or ribbon and select Create Service Ticket.Choose your priority by the importance drop down at the top, enter a basic subject for your request and fill in details in the body of the window being sure to include the issue, how long the issue has been effecting you, if the issue is affecting other people, and how urgent your issue is. Click Send to submit your ticket.Requests for urgent support outside of business hours (8 AM – 5 PM EST) must be submitted by telephone to get a response outside of business hours. Otherwise, your urgent request will be addressed during the next business day.
Email Icon Send Email to Address Provided to You

Send an email to our Help Desk to create a ticket automatically and communicate with your team or any member. Make the Subject a brief title for your issue and the body of your email should include the issue, how long the issue has been effecting you, if the issue is affecting other people, and how urgent your issue is.PLEASE NOTE: All tickets created by email are opened as Priority 3 by default. To open a Priority 1 ticket by email, you must write the word “URGENT” (without the quotes) in the subject line of the email. Requests for urgent support outside of business hours (8 AM – 5 PM EST) must be submitted by telephone to get a response outside of business hours. Otherwise, your urgent request will be addressed during the next business day.
chat icon Call Us: (973) 227 – 5020, option 1

Need to speak with someone now? No problem! Give us a call and one of our friendly and professional support staff members will help right away.

Response Times

We are available 24 hours a day, 7 days a week, 365 days a year to assist you with Priority 1 (Urgent) tickets. For all non-urgent issues (Priority Levels 2-4), we are available on weekdays from 8 AM to 5 PM excluding Federal and IND holidays. Any work performed outside of regular business hours may incur premium service charges based on your type of support agreement. We recommend that all support requests be submitted either via email, Quick Ticket, or from our Web Portal to enhance the process of reporting, tracking and resolving your request as fast as possible. Requests for urgent support outside of business hours (8 AM – 5 PM EST) must be submitted by telephone to get a response outside of business hours. Otherwise, your urgent request will be addressed during the next business day.

Ticket Priority Incident Severity Target Response Time
Level 1: Urgent A production server or major application is completely unavailable or seriously impacted with no reasonable workaround. Business critical issue, no one can work.(Example : Email is down) TotalCare WhiteGlove & 365 Clients: Within 1 hour 24x7x365
All Other TotalCare Clients: Within 1 hour during business hours
Hourly Clients: When Available during business hours
Level 2: High A system or major application is impacted in a way that could cause significant business impact if not corrected properly, and there is no reasonable workaround. Productivity is degraded, but people can still do their jobs.(Example: Multiple, but not all, people are experiencing email issues.) TotalCare Clients: Within 4 hours during business hours
Hourly Clients: When Available during business hours
Level 3: Medium A system or application is moderately impacted but is operating within acceptable service levels, or a reasonable workaround exists to keep the system operating within acceptable service levels. Non-Business Critical Issue, and people can still do their jobs.(Example: One person cannot receive email on one device but can on another). TotalCare Clients: Within 24 hours during business hours
Hourly Clients: When Available during business hours
Level 4: Low Non-Critical Issues, general questions, enhancement requests.(Example : Planning for a project) TotalCare Clients: Within 48 hours during business hours Hourly Clients: When Available during business hours

IND Business Hours are Monday through Friday, 8 AM to 5 PM, excluding Federal and IND Holidays. Our response time is the time it takes to answer a service request and assign it to a qualified engineer to begin working on it. Response time is not a resolution goal and should not be interpreted as a guarantee of resolution at that time. Most service requests will be addressed through a series of remote troubleshooting steps. IND is responsible for making the decision to go onsite if a service request cannot be resolved through remote troubleshooting. If an onsite visit is required, IND will then assign the appropriate personnel for an on-site visit at the Client’s office(s) (may result in extra charges if Client does not have onsite support included in their TotalCare agreement).

Already submitted a service ticket and wondering what to do next?

New Service Requests: After you create a service ticket, you will receive an acknowledgement email that your request has been received and a ticket has been created with a ticket number. This number can be used to track your request on our Web portal. We will respond to the ticket based on its priority (see list of priorities above.)

How to Update an Existing Ticket: To update an existing ticket, you can reply to the email notification that you received for that ticket at any time to provide more information, to inquire about status, or to re-open a ticket after it has been closed. These notes will automatically be added to the ticket details and keep all the information organized and available.

How We Process Tickets: Once the ticket has been created, we review it to evaluate the best IND resource to handle the question or issue. We respond to support requests based on their level of urgency. Although resolution times do vary based on the severity and complexity of the issue, we aim to resolve all tickets in a timely, efficient manner.

Email Notifications: You will receive an email from our system when your ticket is opened and in most cases will be contacted by the engineer when work begins on your ticket, unless you have already spoken with us or we can begin work immediately without inconveniencing you with any questions. Tickets are updated in the system as we continue working on them, and you can follow progress by seeing ticket updates on our portal. You can also post updates to the ticket by entering updates through the portal, or by just simply replying to the ticket notification  emails (Please make sure to reply to the email for the correct ticket however, if you reply to a different ticket email notification it will update an incorrect ticket in our system.)