At ASK, we make it a priority to make sure that your technical needs are not only met but are exceeded. We believe in being responsive to our clients and believe that every technical problem has a solution. We refuse to accept a situation as “unsolvable”.

To help us ensure that happens, we wanted to pass along some helpful tips to assist you in determining how to contact us, when, and when you could expect a response to your support issue as well as a resolution.

**Disclaimer: The following technical support options are available to active ASK clients.**
If you are not an active ASK client and are interested in speaking with us about technical support services, please email us at sales@justask.net

How to Contact Us

  1. ASK Contact CardCall us using your company’s specific ASK phone number
  2. If you don’t know it, check the ASK Communicator app in your system tray. Click the up arrow by your clock, click the white ASK Communicator icon, and select ASK Contact Card.
  3. Call the mainline at 517-978-3025
  4. Email us at support@justask.net
  5. Use the ASK Chat Support option (when applicable), also found in the ASK Communicator app

Issue severity/ Response time/ Resolution time

Support issues are categorized into one of four different severity levels: Critical, High, Medium and Low. Each severity level is defined below, along with the recommended contact method and examples of that type of issue.

Critical Issue

 

 

What is a Critical Issue? 

A critical issue is something that stops business or prevents individuals from performing essential business tasks, for everyone or a majority of people.

What Happens with a Critical Issue?

When a critical alert is received, our ASK technicians will respond within 30 minutes and determine the steps needed for a resolution within 2 hours. This is service is available 24/7.

Best Method of Contact: Phone call

Examples of a Critical Issue Include (but are not limited to):

  • The network for your site is down or unreachable
  • A business-critical program is not functional
  • There is a site emergency requiring technical support

High Issue

 

 

What is a High Priority Issue? 

A high priority issue is something that prevents an individual from working or will cause a larger problem if not looked at in a timely manner.

What Happens with a High Priority Issue?

When a high priority alert is received, our ASK technicians will respond within 4 hours and determine the next steps needed for a resolution within 6 hours. This service is available during business hours (Monday-Friday, 8am-5pm EST).

Best Method of Contact: Phone call

Examples of a High Priority Issue Include (but are not limited to):

  • Your VPN is not functioning and you cannot work without it
  • Computer crashes or blue screens
  • Application issues with no known workaround

Medium Issue

 

 

What is a Medium Priority Issue? 

A medium priority issue may slow your productivity, but doesn’t prevent you from doing your job.

What Happens with a Medium Priority Issue?

When a medium-priority alert is received, our ASK technicians will respond within 8 hours, and determine the next steps needed for a resolution within 16 hours. This service is available during business hours (Monday-Friday, 8am-5pm EST).

Best Method of Contact: Phone call, chat, or email

Examples of a Medium Priority Issue Include (but are not limited to):

  • One of your dual monitors flickers or stopped working
  • A program is not working normally, but you have a workaround
  • A printer is not working

Low Issue

 

 

What is a Low Priority Issue? 

A low priority issue is something that is not urgent and could be completed over the course of a few days.

What Happens with a Low Priority Issue?

When a low-priority alert is received, our ASK technicians will respond within 16 hours, and determine the next steps needed for a resolution within 24 hours. This service is available during business hours (Monday-Friday, 8am-5pm EST).

Best Method of Contact: Chat or email

Examples of a Low Priority Issue Include (but are not limited to):

  • A request for information or a technical question
  • Non-urgent new user creations or user changes
  • Non-critical software updates