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For existing ITva clients: how to reach us, response time expectations, and what to do in different priority situations.

How to Reach Us

Three Ways to Get Support

Pick whichever fits your situation. Same team responds to all three channels.

Call Us

(305) 785-4567

Best for: anything urgent, anything that's blocking work right now

Hours: Mon-Fri 9am-5pm EST
After hours: Same number, emergency queue

Email Support

support@itvatechnologies.com

Best for: non-urgent issues, documentation, attaching screenshots or files

Response: Same business day for new tickets
Tracked: Ticket # in reply

After-Hours Emergency

(305) 785-4567

Best for: server down, security incident, ransomware suspected, total office offline

Available: 24/7/365 for clients on after-hours plan

Response Time Commitments

What to Expect by Priority

When you reach out, we triage by impact. Here's what you can expect at each priority level.

P1 — Critical

Response: 30 min · Resolve: 4 hours

Examples: Office completely offline, server down, active ransomware/security incident, EHR/case management unreachable for entire team.

How to report: Call (305) 785-4567 — do not email. Phone is fastest for P1.

P2 — High

Response: 1 hour · Resolve: same day

Examples: Multiple users affected, key application/feature broken, printer issues for entire department, intermittent network problems, important hardware failure.

How to report: Call or email support@itvatechnologies.com.

P3 — Normal

Response: 4 hours · Resolve: 1-2 business days

Examples: Single user issue with workaround available, new user setup, software install, email signature update, individual printer.

How to report: Email support@itvatechnologies.com.

P4 — Low / Planned

Response: 1 business day · Resolve: 3-5 days

Examples: Questions, training requests, configuration changes, hardware procurement, feature requests, "nice to have" improvements.

How to report: Email support@itvatechnologies.com or ask in your quarterly business review.

Help Us Help You

What to Include When You Reach Out

The more we know upfront, the faster we resolve. Include as many of these as apply:

  • Your name and office location

    Especially important for multi-location practices. "John from Aventura" routes faster than "John."

  • Specific symptoms

    "Outlook says password incorrect" beats "email not working." Specifics help us skip diagnosis.

  • When it started

    "This morning at 9am" vs. "for a few weeks." Timing narrows the cause significantly.

  • How many people are affected

    Just you, your department, or the whole office? This drives priority and root cause hypothesis.

  • Screenshots when possible

    Error messages, weird UI states, etc. Screen capture: Windows: Win+Shift+S · Mac: Cmd+Shift+4.

  • What you've already tried

    "Tried restarting, still happens" saves us from suggesting the same thing.

Common Questions

Support FAQ

What if it's after-hours and I'm not on the 24/7 plan?

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Call the main number anyway — the automated system will tell you about emergency options. For non-emergency issues, leave a message or email and we'll respond first thing next business day. If you're regularly hitting after-hours issues, talk to your account manager about adding 24/7 coverage to your plan.

Will I get the same technician every time?

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Probably not for every ticket — that wouldn't work given the coverage hours you need. But you have a primary account team (typically 2-3 people) who know your environment. We document everything in our ticketing system so even a new technician has full context within minutes. Your dedicated account manager stays consistent.

I think we have a security incident. What should I do?

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If you suspect ransomware or an active attack: Call (305) 785-4567 immediately. Do NOT turn off affected devices (we need forensic state). Do NOT pay any ransom demand. Do NOT click any further suspicious emails.

Our SOC will guide you through containment. Time matters — every minute counts when ransomware is encrypting files.

How do I add a new staff member to our IT setup?

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Email support@itvatechnologies.com with: full name, start date, role/department, what software they need access to, manager name, and whether you need a new computer ordered. We typically have new users provisioned within 1 business day of receiving the request.

How do I offboard a departing staff member?

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Email support@itvatechnologies.com with the staff member's name and last day. Specify whether their email should auto-respond or forward, and whether their files need to be transferred to another team member. For sensitive departures, call us — we'll coordinate the offboarding to happen at the exact moment of separation so the departing person can't access systems after their notice period ends.

What's covered under my plan vs. what's billable as project work?

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Your managed IT plan covers all routine support, monitoring, patching, and user-level changes. Project work — new office buildouts, major migrations, software implementations, new hardware procurement beyond routine refreshes — is scoped and quoted separately. When something looks like it might be project work, we'll tell you upfront before starting and provide a written quote.

Need to Reach Us Right Now?

For all urgent matters, call (305) 785-4567. For non-urgent, email support@itvatechnologies.com.