Confidence Plus FAQ's
Who should I contact if I need assistance?
Whether it’s during normal business hours (8:00 AM – 6:00 PM EST, Monday – Friday, excluding holidays), normal Service Desk hours (6:00 AM – 10:00 PM EST, Monday – Friday, excluding holidays) or non-working business hours, we can be reached 24 hours a day, 7 days a week. Confidence Plus customers may call the Service Desk Hotline at 410-720-1220. All other customers may call 410-720-3300 or toll free 800-679-4377.
Email requests can be submitted to email@example.com. If you email a request after normal business hours, the service ticket will enter into our ticketing system for the next business day.
What is the best way to submit a service request?
If immediate assistance is needed, please call the Service Desk at 410-720-1220. Be sure to communicate the severity of the request so that we assign proper escalation to your service request. An email can also be sent to firstname.lastname@example.org. This procedure creates a service ticket, which is then assigned to a technician to complete.
How does DP Solutions log tickets?
When you send an email to email@example.com, a service ticket is generated and placed in the ticketing queue for resolution. When you phone us at 410-720-1220 (Confidence Plus customers), our Service Desk staff will manually enter a ticket to assign and track your problem through to resolution.
If you experience an after-hours emergency, call 410-720-1220 and follow the prompts to speak with a live representative who will dispatch assistance to you.
How quickly can I expect a response from DP Solutions?
During normal Service Desk hours (6:00 AM – 10:00 PM EST, Monday – Friday, excluding holidays), you will be contacted by a DP Solutions team member within 30 minutes in emergency high-priority support situations; within 4 hours for mid-priority support, or within 24 hours for low-priority support.
What’s the difference between a high priority emergency and a mid and low support priority?
- High Priority: Network is down; workstation(s) or server(s) are inactive causing significant functions of the system to not work properly, and/or a considerable number of users are unable to access or use services which conduct normal business function. Additionally, considerable downtime to your business may result if the problem is not promptly remedied. In short, a high priority emergency is one that creates a major impact to your business.
- Mid-Level Priority: Functionality of the network, workstation or server is impaired or some users are unable to access or use features. There is some impact to your business.
- Low-Level Priority: The problem has low impact to users of the network, workstation or server. It can be fixed the next business day without greatly impacting your business.
Can I track the status of my ticket online?
You can track the status of your requests by going to http://www.dpsolutions.com/contact/tech-support/ and clicking on the Customer Support Portal. If you do not already have a user ID and password to access the Service Desk, please submit a service request and one will be provided.
How do I contact the Service Desk?
Confidence Plus Managed IT Network Services customers can call our service desk staff at 410-720-1220 or email them at firstname.lastname@example.org, 24 hours a day, 7 days a week.
Is there a charge to use the Service Desk?
The services of the Service Desk Hotline are included in the monthly service fee if you are a Confidence Plus client and/or your computer is covered under your company’s service contract with DP Solutions. Non Confidence Plus customers can use the Service desk on a time and material basis.
When I call or email the Service Desk, what information do I need to provide a DP Solutions staff member before they can assist me?
When calling our Service Desk, please provide us with your name, company, location, a telephone number where you can be reached and a short description of the problem. If the issue is business critical, please explain severity of situation so that proper escalation can occur.