Managed IT Customers
Your IT Support Starts Here
Thank you for choosing NextGen Automation as your Managed IT partner. We’re proud to support your business and look forward to keeping your technology secure, reliable, and aligned with your goals.
How to Get Support
We offer multiple ways to reach us, so you can choose the option that works best for your situation.
Call for IT Support
Calling in is the fastest way to get help when something is preventing you from working. Our phones are answered by trained NextGen professionals.
- Your call is typically answered within a few rings
- If all technicians are assisting other clients, leaving a voicemail automatically creates a support ticket
- Ideal for outages, access issues, system failures or High Priority request requiring Urgent support.
Email for IT Support
All requests for support start with an email – This is the fastest way to get support
Emailing support is a simple way to log issues.
When emailing, please include:
- A brief description of the issue
- How the problem is impacting your work
- The best way to contact you
Customer IT Portal
Manage Your Support in One Place
Our secure web portal gives you full visibility into your IT support activity. It’s the preferred method for tracking progress.
Through the portal, you can:
- Submit new support tickets
- View open and closed tickets
- Check ticket status and updates
- Keep a record of past issues and resolutions
How We Prioritize Your Request
When you submit a support request, our team reviews it and assigns the appropriate priority based on impact, urgency, and the number of users affected. You do not need to select a priority—simply provide clear details so we can respond effectively.
How We Determine Priority
- P1 – Critical: Business-stopping issue, such as a system outage or critical device failure.
- P2 – High: Significant disruption with limited or no workaround available.
- P3 – Medium: Issue affecting productivity but not time-sensitive.
- P4 – Low: Minor issue, request, or general question.
Service Priority and Response Matrix
We categorize every support request based on its Urgency (how fast you need it) and Impact (how many people are affected). This ensures our resources are always focused on your most critical business needs.
| Urgency Level | Critical Impact | High Impact | Medium Impact | Low Impact |
|---|---|---|---|---|
| Full system outage or multi-site failure | Single site down or >50% of staff affected | Department-wide issue or <50% of staff | Individual user or isolated issue | |
| CRITICAL (Total work stoppage) |
Priority 1 (Emergency) | Priority 1 (Emergency) | Priority 2 (High Priority) | Priority 2 (High Priority) |
| HIGH (Severe disruption to core tasks) |
Priority 1 (Emergency) | Priority 2 (High Priority) | Priority 2 (High Priority) | Priority 3 (Standard) |
| MEDIUM (Minor inconvenience / Workaround exists) |
Priority 2 (High Priority) | Priority 2 (High Priority) | Priority 3 (Standard) | Priority 3 (Standard) |
| ROUTINE REQUEST (Updates, adds, or changes) |
Priority 4 (Scheduled) | Priority 4 (Scheduled) | Priority 4 (Scheduled) | Priority 4 (Scheduled) |
More Than Just IT Support
Your Managed IT Services go beyond fixing issues. As a NextGen customer, you also have access to a broader range of technology solutions designed to improve efficiency, security, and long-term planning.
Ask your account manager how we can support you with:
- Copiers & Printers
- Managed Print Services
- Document Management Solutions
- Cybersecurity
- Modern Security Systems
Still Need Help?
If you experience any issues accessing the customer portal or aren’t sure which support option to use, our team is happy to guide you.
Call us or send an email, and we’ll point you in the right direction.