Unlimited Remote Help Desk
1. Help Desk – Call if you need a same day response or a remote desktop visit is needed: Our VIP Help Desk is
staffed by trained and experienced IT Pros and available M-F excluding holidays. Connect in minutes with
an IT Pro by calling 475-328-0013 option 2 or email to request a Tech Support Appointment.
2. Help Desk – Email for low-priority During business hours tickets generated by email are triaged within 1
hour to confirm the level of urgency; tickets generated outside of business hours are triaged the next
business day. Once triaged you will receive an email response with the next steps. If your email does not
contain enough information to complete your request, an email will be sent requesting additional
information. If your request requires access to your machine or account password the email will contain a
link requesting, you to book a time with an IT Pro. Only use emails to help@cmitstamford.com when
same day response is not needed.
3. Change Requests & Projects: Requests that require a change (sometimes referred to as an add, change,
remove) are escalated to ATS (Advanced Technical Services) [sometimes called Level 4]. Any IT change
requires analysis and /or approvals. If your request is determined to be a change, you will be notified with
an email letting you know that your request will require analysis. These kinds of requests are best initiated
with an email.
4. Emergency Issues: If you are having an IT emergency such as an Email compromise, you think a cyber
incident is occurring, or major system down affecting multiple people, indicate this to the IT Pro at
the start of the call. Do not send an email if this issue is an emergency, call in.
5. Technical Support Appointments: Technical support services are available from Monday to Friday,
between 9:00 AM and 4:00 PM, excluding holidays. To schedule an appointment, start an email by copying
and pasting the text below to help@cmitstamford.com.
6. Billing and Time: Your service plan includes UNLIMITED REMOTE HELP DESK calls for covered equipment,
services and 3rd parties. Should your request fall outside of a covered item, it will be categorized as a
change request. You are only billed for time worked on Change Requests, Projects, and Out of Service
Plan items.
7. Approval Process: Before initiating a change request, project request or Out of Service Plan request,
please obtain approval from your Company’s CMIT Point of Contact. This ensures that the request aligns
with your organization’s needs and priorities.
8. ATS Appointment Availability: Appointment availability depends on request volume. An appointment can
be scheduled for the next business day. Your VIP status is handled before our Standard level clients.
9. Need to Talk to Someone: After you have submitted your request if you need to talk to someone to
provide additional information, please call 475-328-0013 and choose option 3 for our Service Delivery
Coordinator.
Our number one priority is your productivity and your Company’s IT security and effectiveness. The list above
provides the instructions to get your requests handled efficiently.
