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Service Priorities

P1
P2
P3
P4
SR
MAJOR

A situation that has a severe business impact and is highly time sensitive.

Example: Your network is down, your email service is down, etc. Synoptek will begin working the issue immediately.

IMPAIRED

A situation that has a moderate business impact or a high individual impact and is moderately time sensitive

Example: You cannot send or receive e-mail or your PC won't boot up

Synoptek will begin working the issue within one (1) hour.

MODERATE

A situation that has a low business impact or a moderate individual impact and is moderately time sensitive.

Example: A business process can continue but is less responsive, or takes much longer to complete than usual, or PC is impaired, but still usable.

Synoptek will begin working on the issue within one (1) business day.

FUNCTIONAL

A situation that has a low business or individual impact and is not time sensitive.

Example: You cannot print to a desired printer but you can print to other printers.

Synoptek will begin working the issue within one (1) business days.

SERVICE REQUEST

A situation that is important but not urgent.

Example: a user needs an application installed on his or her PC, or you’ve hired a new employee and they need an account created.

Synoptek will begin working the issue within one to five (1-5) business days.

If you have any questions, or need to follow up, please contact your Service Desk and reference the Ticket Number from the email you will receive after you submit your request.

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