Calling the help desk at 301.739.7445 is the fastest way to get support.
Expect to speak with a live, help desk technician within three minutes of placing a call to the help desk (actual average hold times are less than a minute) during regular service hours (8 a.m. to 5 p.m. M-F).
We're so committed to meeting the SLA that an actual alarm sounds in our office when someone has been waiting in the phone queue longer than three minutes. The help desk is staffed by a dedicated, scalable team of technicians. The alarm signals for any available technician to jump in and answer a help desk call.
After hours calls are answered by an answering service and routed to the appropriate on-call technician.
Fixing the problem at hand is much more important than a simple response to your request. Your SLA with Innovative sets a timeline for issue resolution based on the urgency of the issue.
Resources are promptly devoted to critical/system down issues, and we continue working (around the clock) until the issue is resolved.
One-day tickets are resolved within eight business hours.
Two-day tickets are resolved within 16 business hours.
Three-day tickets are resolved within 24 business hours.
Low priority tickets are resolved within 40 business hours (one week).
*NOTE: Resolution times are targets for issues within our control. We make every effort to meet these targets even if it means deploying loaner equipment until replacement parts or equipment arrive. Sometimes issues like an internet service provider outage are outside of our control and result in delayed resolution.
This is what some businesses just like yours have said about the service they receive.
"Innovative has supported our IT needs for over ten years. Their help desk is incredibly responsive, and a tech is often able to address our needs immediately remotely or on-site on the same day as our issue."
Dr. Tara Sargent, Executive Director
Leadership Washington County, Hagerstown, MD
"Innovative is quick to respond to any questions and concerns we have. Their customer service is exceptional."
"Innovative is an amazing support to The Maryland Theatre...The Theatre is busiest in the evenings and weekends, and Innovative is always available over the phone and on-site as needed!"
Jessica Green, Executive Director
The Maryland Theatre, Hagerstown, MD
"Everyone at Innovative, from top management to all of those in the trenches, is extremely attentive to our needs. They do a wonderful job and always have a 'we can fix that for you' attitude… and they do fix it!"
Cindy Moore, CPA, Vice President and Chief Financial Officer
Sulchek & Moore, Hagerstown, MD