Choosing Your Ticket Priority

The IDT Support Portal offers 4 levels of service for servicing your IT needs.

  1. Urgent - This is the highest level of service and selecting this option will immediately page an IDT representative to respond as soon as possible. Urgent should only be used for issues that are very time sensitive (ex. network or system(s) down / issues affecting multiple users.)  PLEASE NOTE: Under most circumstances an Urgent ticket will incur additional support charges and may require approval from your IT coordinator.

  1. High - This level of service will request that an IDT representative contact you within the same business day.   High should be used for issues that require same day attention and where no workaround currently exists.

  1. Medium - This is the most common ticket type and will request an IDT representative contact you within 3 business days.  Most tickets should be entered with this priority. This Priority is what is set as the default when tickets are emailed in via support@idtllc.com

  1. Low - This level of service is typically used for information gathering or setting up small project requests.  This will request an IDT representative contact you within 7 business days.