Contact Us – Managed Clients

How to Get Technical Support

We offer several different options to get technical support. The best way to get support varies depending on the nature and urgency of your request. You should always call for urgent or time-sensitive requests. Other methods should be utilized for issues that are not urgent or time-sensitive. Below are the various methods to submit support requests in order of most preferred to least preferred.

Call the Help Desk

• Call (279) 217-1600 or (855) 520-5200, option 1.
• The Help Desk team member will create a support ticket and begin working immediately to resolve the problem.
  
• Issues that can’t immediately be resolved, will be escalated to the Tier 2 Support team.
  

Submit a Ticket Using the IT Support Panel Desktop Icon on Your Desktop

• Look for the green IT Support button on your desktop.
  
• The application will guide you through submitting your ticket to get your issue resolved as quickly as possible.

Schedule a Support Appointment Online

• Visit https://www.gravityit.net and look for the big red Schedule Appointment button.
• This is the best way to schedule non-urgent support call or remote appointment at a time that works best for you.

Email

• Send an email to helpdesk@gravityit.net.
• Once received, someone will reach out to you by phone to schedule an appointment.
  
• Email requests may take up to 2 business days for a response. For this reason, email is best used for non-support based needs.
  

Non-Technical Support Requests or Projects

Non support issues do not affect the day-to-day operation of your computer, smart devices, network, phone system, or email system. Specific examples include ordering new hardware or services, increasing or decreasing software licenses related to hiring or terminating employees, general technology questions, billing issues, or work on projects.

• Call us at (855) 520-5200, option 0.
• Or email us a support@gravityit.net. If you have an existing email from us about the issue or project, it is best to reply from that email.

Expert Tip

Be sure to bookmark our homepage, https://www.gravityit.net, from multiple devices. If you’re ever locked out of your computer, you’ll still be able to find us and reach out for help.