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Frequently Asked Questions

Quick answers about tickets, accounts, and getting help from IT support.

24/7Support available
< 2 hrsAverage response time
98%Resolution rate

Common Questions

  • Report and track IT issues efficiently
  • Connect you directly with qualified IT professionals
  • Keep a full history of all your support requests
  • Give you real-time updates on ticket status
  • Speed up resolution through automated routing
1
Log in to your account using your credentials
2
Navigate to Open Ticket from the dashboard
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
  • You β€” full access to view and update your own tickets
  • Assigned technicians β€” only those working on your specific issue
  • IT supervisors β€” for quality assurance and escalation
  • System administrators β€” technical access for maintenance
All access is logged and monitored for security compliance.
  • Contact IT β€” call the IT Officer at 010-2105321 (Mr. Hafizi)
  • In-person support β€” visit the IT office with valid ID
Critical (P1) 1–2 hours β€” system outages, security breaches
High (P2) 4–8 hours β€” major functionality issues
Medium (P3) 1–2 business days β€” standard requests
Low (P4) 3–5 business days β€” enhancement requests
You'll receive regular updates throughout the resolution process.
  • Use Track Ticket under Quick Actions on your dashboard for real-time status
  • Automatic email notifications are sent to your inbox
  • Have your ticket number ready for phone inquiries
  • Phone β€” 010-2105321, Mr. Hafizi (available 24/7)
  • Ticket β€” create and submit a ticket any time
  • Emergency line β€” 017-8096321, Mr. Izz, for critical issues
  • Walk-in β€” IT Department, Plant A
  • 24/7 emergency line β€” 017-8096321, Mr. Izz, for critical system failures
  • On-call technicians β€” available for Priority 1 issues
  • Remote support β€” immediate assistance via secure remote access
  • Escalation β€” automatic for unresolved critical issues
Emergency support is reserved for system outages, security incidents, and business-critical failures.
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