IT Support That
Actually Cares

You can submit a ticket through multiple channels: call us at 888-432-2283, email support@autonimate.com, use our online portal, or chat with us directly. For managed clients, tickets can also be submitted via our desktop agent. All channels are monitored 24/7, and you'll receive an immediate confirmation with your ticket number.

Our SLA guarantees a first response within 15 minutes for all tickets during business hours, and within 30 minutes 24/7. For critical issues (P1), we respond immediately. Our actual average response time is under 8 minutes. If we ever miss our SLA, you receive automatic service credits—no need to ask.

Tier 1 handles common issues like password resets, basic troubleshooting, and service requests—these are resolved quickly by our frontline team. Tier 2 involves technical specialists for server issues, security incidents, and complex configurations. Tier 3 is our engineering team for infrastructure design, disaster recovery, and strategic consulting. Most issues are resolved at Tier 1 (94% first-call resolution).

Yes! If you've worked with a technician before and prefer to work with them again, let us know when submitting your ticket. While we can't always guarantee availability, we do our best to honor these requests, especially for ongoing projects or complex issues where continuity matters.

Our NOC (Network Operations Center) is staffed 24/7/365. After-hours calls are answered by real technicians—not a voicemail or overseas call center. For critical issues, we have on-call engineers ready to respond immediately. Emergency on-site support is also available for clients in our service area.

To help us resolve your issue faster, include: a clear description of the problem, when it started, any error messages you see, the affected user(s) and device(s), and any steps you've already tried. Screenshots are extremely helpful. The more context you provide, the faster we can diagnose and fix the issue.

You can track your ticket status through our client portal, where you'll see real-time updates, technician assignments, and all communication history. You'll also receive email notifications when your ticket status changes. For urgent issues, you can always call us for an immediate update.

Yes, on-site support is included in our Enterprise plan and available as an add-on for other plans. We service Broward, Palm Beach, and Miami-Dade counties with same-day response for critical issues. Many problems can be resolved faster remotely, but when hands-on work is needed, we're there.

We maintain a 98% CSAT (Customer Satisfaction) score, measured through post-ticket surveys. Every closed ticket triggers a satisfaction survey, and every piece of feedback is reviewed by our management team. If you're ever unsatisfied with a resolution, let us know—we'll make it right.

If you're not satisfied with how your issue is being handled, you can request an escalation at any time. Our escalation path goes directly to the service manager, then to the operations director if needed. We take every complaint seriously and use feedback to continuously improve our service.