Managed IT for Small Business | Dallas, TX

Support ticket process

Automatic Acknowledgment
You will receive an automatic acknowledgment that your request has been received and logged within our ticketing system.

New Service Ticket
A new service ticket is generated with a ticket number that can be used to track your request.

Ticket Processing
Once the ticket has been created we will then process it to evaluate the best resource to handle the issue.

Email Response
You will receive an email directly from a resource as they begin working your request.

Automatic Updates:
The system automatically updates you on the progress or status of the work.

Ticket response protocols

Ticket Related Responses
If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive rather than creating a new ticket. This allows the system to keep all related correspondence in the same ticket.
Ticket Un-related Responses
If you need to notify us of an un-related problem, please create a fresh ticket and do NOT reply to an existing case or ticket email. Our technical team will provide support and management of the desktops, servers, and network infrastructure. Below you will find instructions on how to create a support request ticket with Prosora. Remote Help Desk services will be provided by Prosora Technologies to the customer on an 8am to 6pm CST basis. After hours response provided to critical tickets only.