infraWise Help Desk

"Nothing is particularly hard if you divide it into small jobs." - Henry Ford.

We practice what we preach. We run our helpdesk using ITIL standards and a superb software suite to manage the service: iWise!

Below, you will find our self-imposed Service Level Agreement (SLA). We strive to meet these rather strict objectives 24 hours a day, 7 days a week. In fact, our friendly and highly-trained technical support colleagues are available to help you at any time:

• Live assistance by phone can be accessed 8:00 AM to 5:30 PM Monday through Friday (Eastern Standard Time).
• You can also report a technical issue or user challenge at any time using the self service form.
• Severity 1 incidents can be reported twenty-four hours a day by pager. The after-hours pager number is (866) 490-5075.

If you are contacting the help desk from outside of America, the clock in the upper-left hand corner of this page shows the current time in Cary, North Carolina.

If you have a request to enhance our software, please use the iWise request for service form.

If you are getting pop-up messages that the iWise seat limit at your organization has been exceeded, please check here to find out how to order more seats.

The following Service Level Agreement table shows average response and resolution times. In the event that user technical issues and challenges take longer to analyze and correct than estimated, infraWise management will remain in regular contact with the customer until the matter is resolved or temporarily bypassed.