Before You Begin...
You can submit a new Service Request by sending an email to Help@parseccomputer.com. Be sure to include the following, if at all possible:
- Summarize the problem in your email subject line.
- Good description of the problem in the body of your email.
- Screen shot. Screen shots tell us a lot.
- Error message. If you get an error message, open it up and cut/paste it into your email.
- User name that had the problem and what they were doing
at the time.
You can enter and review requests directly in the Customer Portal.
Parsec Emergency Support
An emergency is a server down. Server down is when no one in your business can log into your server or start a line of business application. If this happens, please enter "Server Down" in the Subject line of your email or in the Summary Description of your ticket. This will notify our on-call engineers during off hours. You can also call our Support line at 509.248.8309 option 3.
You could also be experiencing a 'High Impact' scenario. While not qualifying as an emergency, a high impact issue can have a large impact on your business and is a high priority to resolve. A 'High Impact' issue could be due to the following:
- Server is down
- Email System is down - no inbound or outbound emails are being sent
- Inability to open your line of business application - work flow is being affected
If You've Already Submitted a Service Request...
Please use the Customer Portal to check on your Service Requests. Do not send another email to check on the status of your issues. Each email sent to Help@parseccomputer.com starts a new Service Request.
Once you Login, you have complete visibility to your service records. If, for whatever reason, your account isn't set up in the Partner Portal, email us at Help@parseccomputer.com with your desired password and we will set it up for you.
Here is the process that we follow to resolve your service ticket
Once we receive your request for support, several things happen:
- New Service Ticket
A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.
- Automatic Acknowledgment
You get an automatic acknowledgment that your request has been received and logged.
- Ticket Processing
Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
- Email Response
You will receive an email or phone call directly from a resource as they begin working your request, optionally we may need to contact you by phone to discuss your request prior to working on it.
- Automatic Updates
The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.
Two special requests to you:
- Ticket Related Responses
If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
- Ticket Un-Related Responses
If you have to notify us of an un-related problem, please create a new email to Help@parseccomputer.com and do NOT reply to an existing case or ticket email.