Four Methods to Access Support


• Email to: servicedesk@sytec1.com
• Portal: https://connect.sytec1.com/support
• Telephone: (919) 856-2300 Option 1
• After Hours Emergency Support: (919) 856-2300 Option 9

Before submitting your first request for service you should be a registered user for your company. While you can get support before you are registered, it may require additional time to associate your request with the correct company and verify if you are authorized to initiate service requests for your company. Registration is easy, either your company’s primary administrative contact can register you or you can email servicedesk@sytec1.com to get registered. We will need to verify your company administrator contact that you are authorized to access support, so please let that person know first.

Which way works best?

Email: servicedesk@sytec1.com -- This is the fastest and most efficient. Being registered is highly recommended as this is how the system will identify you by your email address and create a service ticket in your name under your company. You can attach files to the email, and this is the only method that will allow you to paste screen shots that may help in resolving your problem more quickly. You will receive an automated confirmation and ticket number for your request. You may also log into the portal later to check on the status or give updates. It is also appropriate in urgent or emergency service request to send critical information then follow up by phone.

Portal: https://connect.sytec1.com/support -- This entry method is fast and efficient. It allows the user to set a required date and attach documents to aid in resolution. Depending on the users’ authorization level, this is the only method that allows an administrator to create a service request for other users. There is an option to list the service request as an emergency, but all emergency service requests should be followed up by calling the service desk. Entry though the portal should be used if the ticket is for another user or if you believe another user may have already reported the problem and you want to see if a service request already exists. This is helpful as duplicate requests for the same issue can bog down resources and slow resolution.

Telephone: (919) 856-2300 Option 1 -- This method is the least efficient. It requires an operator to interpret and note your information, triage, and assign the support request to an appropriate resource. If the service request is not an emergency it is likely that this method of requesting support will slow resolution. If the support request is an emergency that has an immediate and material effect on your company’s operation a telephone call to the service desk is the best way to go. Additional information such as log files, or screen shots can also be sent to servicedesk@sytec1.com. If the service request is not an emergency please use email or the portal to request service.

After Hours Emergency Pager: (919) 856-2300 Option 9 -- If you have an emergency that requires immediate after hours attention, pager support is available to all clients. Requests for this level of support should come by or through your company’s primary administrative contact. Most service plans do not provide for this support and substantial charges may be incurred. Expected response time is less than 15 minutes. Your account manager can provide you with an escalation path in the event you do not receive a response in this time period.