How to get support

Last updated: July 19, 2026

The short version of this support guide

This support guide keeps it simple. Submit a ticket through the HelpDesk portal for anything that is not an emergency. If people cannot work, call us. That is the whole system.

The HelpDesk portal

All support runs through the BetaBoxTS HelpDesk portal. Tickets beat email and phone tag because they are tracked, prioritized, and visible to the whole team — your request never lives in one person’s inbox. You get updates at every step and can check status anytime.

What makes a good ticket

• One issue per ticket. Two problems in one ticket means one of them gets lost.
• Say what you were trying to do, not just what broke.
• Include the exact error message — a screenshot is perfect.
• Tell us who is affected: just you, your team, or everyone.
• Tell us when it started and whether it has ever worked.
• Mention anything you already tried, so we do not repeat it.

Severity levels and response times

• Sev 1 — Business down. Nobody can work: server down, internet out, ransomware suspected. Call us. We respond within 1 hour, and we start working it immediately.
• Sev 2 — Major impact. A department or key system is impaired but the business is limping along. Response within 4 business hours.
• Sev 3 — Single user or inconvenience. One person blocked, a workaround exists. Response within 1 business day.
• Sev 4 — Requests and questions. New user setup, software installs, how-do-I questions. Response within 2 business days.

Response time is when a human starts working with you, not when the problem is resolved — resolution depends on the issue. We will always tell you what we know and what happens next.

Emergencies

If work has stopped, do not open a ticket and wait. Call (931) 355-7256. If you suspect a security incident — ransomware note, strange logins, money moved — call first and disconnect the affected machine from the network. Do not turn it off; just unplug the network cable or Wi-Fi.

What happens after you submit

• You get an automatic confirmation with a ticket number.
• We triage and assign a severity — if we disagree with yours, we will say why.
• A technician picks it up within the response window and works it with you.
• When it is fixed, we confirm with you before closing. Reply to any closed ticket within 7 days and it reopens.

A few tips

• Report small annoyances. Slow computers and flaky Wi-Fi are real tickets, and patterns tell us things.
• Never share passwords in a ticket. We will never ask for one there.
• If something feels like a security problem, say so in the first line — it changes how we route it.