Contacting The Netrepid Service Desk
Our valued customer,
Supporting your organization is very important to us. To support that effort, we have documented some specifics regarding contacting us, reporting tickets, and expectations for timing.
All technology issues are to be reported to the Netrepid Help Desk. This includes hardware, software, and connectivity issues.
To report a problem, you can either:
- Call the Help Desk at (717)-730-0780 option 2
- Send an email to help@netrepid.com
- You may access your own customized Client Portal.
NOTE: It is recommended that issues requiring immediate attention be telephoned into the Service Desk.
Sending an Email to the Service Desk:
- Specify the urgency and a relevant title in the subject of the message.
- Describe the problem or request in detail in the body of the email message.
- If possible, provide a screen shot of any error messages
Once your email is received by the Help Desk, you will receive an automated reply acknowledging the receipt of your message along with a ticket #. You should also expect to receive further updates via email once your issue is being worked on. At any time you may obtain a status update about your ticket by checking the status in your Client Portal.
Email Ticket Creation Instructions:
- Address the email to: help@netrepid.com
- In the subject line, a short description of the nature of your request.
- In the body of the email message provide a detailed description of the problem or request.
Other helpful information for creating email tickets:
- Please provide as much detailed information as possible. For example if you’re reporting an error message, please provide the actual text of the error received.
- Please provide times and dates of when issues were originally encountered.
- Although it is not required, it is encouraged to attach screenshots or any supporting documents to your ticket.
- Make sure to provide any contact information in the event that a Help Desk technician needs to contact you directly (other than email).
Entering a ticket via the Client Portal:
The Client Portal is a web based application that promotes collaboration and increases the communication between Netrepid and our clients. In the Client Portal, you can:
- Create Service Requests
- Monitor the progress of your Service Requests in real time.
- Grant Approvals for proposed work
- Run Various Reports
- View Invoices
- View current and past Service Requests
- Add notes or attachments to Service Requests.
Below is a short video tutorial on how to use the Client Portal.
The Client Portal is a value added service provided by Netrepid at no charge to our valued clients and partners. If you’d like to have a Client Portal, customized, for your organization, simply contact the Service Desk and we will have it set up quickly.
Service Level Expectations and Escalations:
While we do our best to process service requests as quickly as possible, we may not be able to resolve all issues the same day. If your technician is unable to resolve the problem to your satisfaction, he may escalate the request to an appropriate technical resource. This process ensures that all requests to the Service desk are resolved to our clients’ satisfaction.
All logged Service Requests are assigned levels of Priority (urgency) based on the following aspects:
- The amount of productivity lost
- The number of customers affected
- The overall business impact to the issues
Incident Priority Matrix
Impact On Your Business
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High – Entire Site
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Medium – Users
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Low – Single User
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Urgency Low - Workaround Exists
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Medium (3)
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Normal (4)
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Low (5)
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Urgency Medium - Partial Function
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High (2)
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Medium (3)
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Normal (4)
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Urgency High - Work Stoppage
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Critical (1)
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High (2)
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Medium (3)
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Priority Codes Definition
| Severity Code | Severity Description | Expected Response/Resolution Time |
| Critical (1) | Services are unavailable for the entire Site/Enterprise causing stoppage to business operations, or pose a danger to human life. | Netrepid will provide a status update by telephone and/or email within (2) business hours from the initial occurrence of the incident. Netrepid’s goal is to resolve [Critical] incidents within (8) business hours of receipt of incident notification |
| High (2) | Services are significantly degraded for the entire site causing impact to significant aspects of business operations or services are unavailable for a group of users causing stoppage of business operations for that group. | Netrepid will provide a status update by telephone and/or email within (4) business hours from the initial occurrence of the incident. Netrepid’s goal is to resolve [High] incidents within (1) business day of receipt of incident notification |
| Medium (3) | Services are noticeably degraded for the entire site causing minimal impact to business operations, services significantly degraded for a group of users causing impact to significant aspects of business operations, or services completely unavailable for a single user causing minimal impact to business operations. | Netrepid will provide a status update by telephone and/or email within (1) business day from the initial occurrence of the incident. Netrepid’s goal is to resolve [Medium] incidents within (2) business days of receipt of incident notification |
| Normal (4) | Services are noticeably degraded for a group of users causing minimal impact to business operations, or significantly or noticeably degraded for a single user causing minimal impact to business operations. | Netrepid will provide a status update by telephone and/or email within (2) business days from the initial occurrence of the incident. Netrepid’s goal is to resolve [Normal] incidents within (2) business days of receipt of incident notification |
| Low (5) | Requests for new or changes to services, adding users, printers, group memberships, etc. | Netrepid will provide a status update by telephone and/or email within (2) business days from the initial occurrence of the request or incident. Netrepid’s goal is to resolve [Low] incidents within (5) business days of receipt of incident notification |
Response time after submitting a Service Request. Response is defined as an acknowledgement that we have received the ticket.
- Phone – Immediate
- Voice Mail – 1 Hour
- Email – 2 Hours