Reach our support team by phone, email, or ticket.
Active client environments are monitored 24/7. The helpdesk is staffed during business hours with after-hours on-call rotation for production-down and security incidents. Every ticket carries an SLA, an owner, and an escalation path you can see.
- 24/7 monitoring
- After-hours on-call
- Documented SLAs
0min
P1 (production-down) response target
0hr
P2 (degraded) response target
0hr
Standard helpdesk first-response target
How to reach support
Three documented channels. Each one creates a ticket with an SLA timer attached.
Phone
- 208-884-4000 routes directly to the helpdesk
- Production-down calls are flagged P1 and escalated immediately
- After-hours rotation answers P1 tickets outside business hours
- Calls are logged into the ticket system with timestamps
- [email protected] auto-creates a ticket
- Subject line ALL CAPS for urgent issues
- Include affected user, location, and last-known-good time
- You receive a ticket number and assigned engineer within the SLA window
Client Portal
- Submit tickets, attach screenshots, track status
- Browse change-management history for your environment
- Approve scheduled maintenance windows
- View open tickets, asset inventory, and account contacts
Escalation Path
- Tier 1 helpdesk for routine requests
- Tier 2 systems engineering for infrastructure issues
- Service Delivery Manager for SLA or scope concerns
- Direct executive escalation for unresolved issues over 48 hours
What an SLA actually means
Response time is the window in which a named engineer acknowledges and begins work. Resolution time depends on the issue. DataTel publishes both targets and reports against them quarterly so clients can see the actual numbers, not the marketing numbers.
Ticket lifecycle
What happens after you open a ticket
Intake
Severity assigned, SLA timer started, owner notified
Assignment
Routed to the engineer best matched to your environment
Work
Status updates posted to the ticket as work progresses
Closure
Verified with you, root cause documented, post-incident review on P1s
Need help right now?
Active clients: call 208-884-4000 or email [email protected]. Not a client yet? Schedule a consultation and we will scope the right support model for your environment.
Schedule a Consultation