Support process

Need help? Here's exactly how to reach us and what to expect.

Whether it's a quick question or a system down in the middle of the night, there's a clear path to get it handled. Here's how support requests reach us, how they're prioritized, and how fast you can expect a response.

Remote Support

How to reach us

Four ways to get in touch, depending on what's going on.

Phone

The fastest way to reach us for anything urgent. Call 732-908-2800 and you'll reach a real person who can start working the problem immediately - not a queue.

Email

Opens a support ticket. Send to [email protected] — good for non-urgent requests and anything you want documented in writing. You'll get a confirmation when it's received and assigned.

Remote Support Portal

For live remote troubleshooting sessions. Visit defineedge.screenconnect.com and we can connect to your screen and work the issue together in real time.

Client Portal

For submitting and tracking requests over time. Log in at portal.defineedge.com to open a ticket and follow its status through to resolution.

Severity levels

How we prioritize what comes in.

Emergency

A system is down, a security incident is in progress, or the business can't operate because of an IT problem. Everything else stops. Managed clients have coverage here including after-hours — this doesn't wait in a queue.

Urgent

Something significant is disrupted but a workaround exists, or a single user is blocked. These move to the front of the active work — they don't sit behind routine items and they don't wait for a scheduled window.

Routine

Questions, minor requests, planning items, or anything that isn't actively blocking work. These get handled thoroughly rather than rushed — a proper fix, not a quick patch so the ticket closes.

When it can't wait

After-hours and emergencies.

An emergency is anything that meets the bar above - systems down, a security incident in progress, or your business unable to operate. For managed clients, our coverage doesn't stop at 5pm. Critical systems are monitored continuously, and an emergency that happens at 2am triggers the same on-call escalation process as one that happens at 2pm. We're not waiting for a ticket to age into a callback - the alert reaches someone who can act on it.

If you're in the middle of an active issue, call first. Don't submit a ticket and wait for an email reply - a phone call gets you to a person immediately and lets us start troubleshooting in real time instead of trading messages back and forth while the clock runs. Email and the client portal are great for routine requests and documentation, but during an actual emergency, the phone is always the fastest path to getting it fixed.

Common questions

Questions about getting support.

What counts as an emergency?›

A system-down situation (your network, server, or a critical application is completely unavailable) or a security incident (ransomware, a compromised account, suspicious activity on your network) both count as emergencies. If your business has effectively stopped operating because of an IT problem, treat it as an emergency and call us.

Do you offer 24/7 support?›

Monitoring of critical systems is continuous, around the clock. For managed clients, emergency response is available after-hours - if something meets the emergency bar, you can reach us outside normal business hours and get a real response, not a voicemail. Routine and urgent requests are handled during business hours, when the full team is available to work them properly.

How do I submit a routine request?›

Email [email protected] or submit it through the client portal. Both get logged and routed so nothing falls through the cracks, and you can track status through the portal as it's worked.

What if I'm not a managed client yet - can I still get support?›

Yes. We take on ad-hoc and project-based IT work even if you're not on a managed plan, though response times and after-hours emergency coverage are prioritized for managed clients. If you're dealing with a recurring problem or want the faster response and proactive monitoring that comes with a managed relationship, start with a free IT assessment and we'll walk you through what makes sense for your situation.