Find quick answers to common questions about our IT support system
24/7
Support Available
< 2hrs
Average Response Time
98%
Resolution Rate
🔍
Our IT Support System is a comprehensive platform designed to: • Help users report and track IT issues efficiently
• Connect you directly with qualified IT professionals
• Maintain a history of all your support requests
• Provide real-time updates on ticket status
• Ensure faster resolution times through automated routing
Submitting a ticket is easy: 1. Log in to your account using your credentials
2. Navigate to the "Create Ticket" or "Report Issue" section
3. Fill out the form with detailed information about your issue
4. Select the appropriate category and priority level
5. Attach any relevant screenshots or files
6. Submit and receive a confirmation with your ticket number
Your privacy and security are our top priorities: • You - Full access to view and update your own tickets
• Assigned IT Technicians - Only those working on your specific issue
• IT Supervisors - For quality assurance and escalation purposes
• System Administrators - Technical access for system maintenance
All access is logged and monitored for security compliance.
Multiple options to regain access: • Contact IT: Call our IT Officer at 010-2105321 (Mr. Hafizi) • In-Person Support: Visit the IT office with valid ID
Resolution times vary by priority level: • Critical (P1): 1-2 hours - System outages, security breaches
• High (P2): 4-8 hours - Major functionality issues
• Medium (P3): 1-2 business days - Standard requests
• Low (P4): 3-5 business days - Enhancement requests
You'll receive regular updates throughout the resolution process.
Stay informed with multiple tracking options: • Dashboard: Real-time status updates in E-Ticket System
• Email Notifications: Automatic updates sent to your inbox
• Ticket Number: Use your unique ticket ID for phone inquiries
Multiple ways to reach our support team: • Phone: 010-2105321-Mr.Hafizi - Available 24/7
• Create & Submit Ticket: Available 24/7 especially during business hours
• Emergency Line: 017-8096321-Mr.Izz for critical issues
• Walk-in Support: IT Department, Plant A
We're here when you need us most: • 24/7 Emergency Line: (555) 010-2105321-Mr.Hafizi for critical system failures
• On-Call Technicians: Available for Priority 1 issues
• Remote Support: Immediate assistance via secure remote access
• Escalation Process: Automatic escalation for unresolved critical issues
Emergency support is reserved for system outages, security incidents, and business-critical failures.
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