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  • Get Help!

    RECOGNITION IT - Support Ticket Request

  • It only takes a minute to fill out the required fields (*) and press the green 'Submit Ticket Request' button at the bottom. This will help move your support request along as quickly as possible.

    Check your support ticket status any time by clicking the following link:

    Support Ticket Status Report

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  • In order to provide service we do require (*) your name, e-mail address, cell phone number, services needed, and a brief explanation. Your personal information is considered confidential and we never supply it to 3rd parties.


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  • Required fields are missing. Please provide input in the Service(s) Needed field above.

  • Want to get a jump start on your request? Consider filling in the Optional Resource Details section below before clicking 'Submit Ticket Request'.

    • Resource Details (OPTIONAL) 

    • Please indicate the types of resources you would like us to help you with (select all that apply):


    • A Note About Tablets: Tablet repairs may have unpredictable results. It is  difficult to know whether or not there is additional underlying damage when performing tablet repairs (like a screen replacement for example). In the event a tablet repair is not successful, we will not charge you for our service, but you may be out the cost of the replacement screen/parts.

    • A Note About Printers: We're happy to recommend printers to purchase or to troubleshoot connectivity to a printer.  However, we do not typically service printers. The main reason is because it usually costs less to buy a new printer than it does to service an old one.

    • Please provide the manufacturer, model or part #, and serial # or service tag # for each of the resources you would like us to help you with. Most devices display this information on, under, or behind the device and sometimes inside of battery compartments for laptops.  You do not need to list the model/part, serial or service tag # for software or web services.

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    • Wow - you are awesome!

      Thank you for providing us with all those important details and speeding up your support!

    • Customer Sign-Off (Office Use) 

    • Terms of Service: Please read, sign, date, and submit to acknowledge acceptance of our terms of service.

      Liability: You acknowledge and agree Recognition IT shall not be responsible under any circumstances for any loss or corruption of data, software, or hardware. Under no circumstances shall Recognition IT be liable to you or any other person for damages, including without limitation any indirect, incidental, special, or consequential damages, expenses, profits, lost savings or earnings, lost or corrupted data, or any other liability arising out of or related to services provided.

      Ready By Date: Recognition IT will use Recognition IT best efforts to resolve customer’s technical problems in a professional, reasonable, and timely manner. Recognition IT will provide an estimated completion date for your equipment service and will contact you once work is complete. Please review the Get Help Ticket Status Report, or call the Recognition IT office if you require an updated estimated completion date. Unforeseen circumstances may have an impact on our ability to complete service(s) as expected. Recognition IT does not assure every request for technical support will be resolved.

      Impact of Upgrades: Please be advised it is your responsibility to understand the impact of upgrades to IT Equipment. Such upgrades may lead to incompatibilities and possible data loss. IT equipment and/or software incompatibilities may not become apparent until a later date. Customers may be responsible for contacting the relevant software or hardware manufacturer(s) regarding compatibility issues occurring after service is completed.

      Ownership: You must own the IT equipment you ask Recognition IT to service. Recognition IT will return IT equipment only to the owner when services are completed. You must own and demonstrate ownership of any software that is to be installed or re-installed on your IT equipment by Recognition IT by bringing in any original Software CDs, license codes, license keys, and/or serial numbers.

      Privacy: Our Technicians will not browse through data on your IT equipment, however, they may inadvertently see data during the course of their work. It is your responsibility to remove any private data you do not want others to see prior to service. Recognition IT may be required to report illegal content including unlicensed software or data such as images or videos to law enforcement agencies if discovered.

      Right to Refuse: In its sole discretion, Recognition IT reserves the right to refuse work it believes to be beyond the scope of its ability or detrimental to its staff and ongoing business

      Payment: You agree to pay Recognition IT in full, via cash or credit, for services rendered.

      Abandonment: If you do not pick up your equipment within sixty (60) days after we notify you the requested service is complete, we will treat your equipment as abandoned. You agree to hold Recognition IT harmless for any damage or loss of the abandoned property. Any and all charges for service are still your responsibility. Unpaid bills exceeding ninety (90) days may be submitted to collection services.

      MY SIGNATURE BELOW CONFIRMS I HAVE READ, UNDERSTAND, AND AGREE TO BE BOUND BY THESE TERMS OF SERVICE.

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    • Recognition IT (Office Use) 
    • Ticket Management 
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    • Waiting for Customer E-mail text:

      Hi {customername},

      We reached out to you by phone to see if we could help and we were unable to get a hold of you.

      Please contact us if you still need technical support!

      Sincerely...

    • Recommendation Made Notification E-mail text:

      Hi {customername},

      We have some recommendations for you on your Get Help request. Take a look at the recommended resources listed in the table below.

      Please note our time spent researching and making recommendations for you is billable.

      Don't hesitate to give us a phone call or send us an e-mail if you have any questions or need more assistance.

      Thanks!

    • Suggestion Made E-mail text:

      Hi {customername},

      We have a suggestion regarding your recent Get Help request.

      {customerNote}

      Let us know if this helped, and feel free to reply back to this e-mail or give us a call if you need additional assistance.

      Thanks!

    • Service Scheduled E-mail text:

      Hi {customername},

      This email is confirmation we have scheduled service for you on {serviceOn}

      {customerNote}

      If you have any questions or need to reschedule service, please contact us by phone or email.

      Thank you!

    • Customer Input Needed E-mail text:

      Hi {customername},

      In order for us to continue working on your support ticket we need your input.

      {customerNote}

      You may contact us by phone or e-mail to help provide the additional information.

    • You must set the Update Date to today's date in order for the customer to receive a notification e-mail.

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    • You cannot set the ticket to '8 - Waiting on Payment' if the balance due is zero.

    • Status Explanations 

    • Status Explanations:

      0. Under Review - request for support is under review - we must respond to the customer and then change the status accordingly. This stage is used to filter out/cancel bogus requests.

      1. Waiting for Customer - we have reached out to the customer via a phone call and haven't heard back. The Customer Note and/or the Tech Note fields must be filled so we know why we are waiting for the customer to respond.

      2. Recommendation Made - we have sent our recommendation(s) to the customer for review.

      3. Equipment on Order - customer has ordered equipment and we are waiting for it to arrive. Delivery Method must be set so we know how it will arrive. 

      4. Service Scheduled - we have scheduled service for in-office drop-off support, remote support, or an on-site support visit. The Service Type, Date, Time, and Customer Note fields must be filled so the customer has the relevant details.

      5. In Progress - we are currently working on the customer's support requests.

      6. Customer Input Needed - we are reaching out to the customer via email/phone call to communicate questions, problems, delays, or unforseen circumstances. The Customer Note and/or Tech Note fields must be filled so we know why input is needed.

      7. Ready for Pickup - Contact the customer to let them know equipment repaired in-office is ready for them to pick up. Try and set a pick-up time. An e-mail notification will automatically be sent to the customer to let them know it's ready.

      8. Waiting on Payment - full customer payment is due and was not provided (during a pick-up or onsite service for example). The customer will be notified we are waiting on payment.

      9. Completed - payment has been made in full and the ticket is complete. A copy of the invoice will be emailed to the customer.

      Cancelled - the ticket was cancelled by either the customer or by staff. Cancellation can occur because a customer A) chooses not to use our services, B) does not respond to repeated communication attempts, or C) is refused service due to extraordinary circumstances.

      Refunded - a refund is issued to the customer when the support they received does not meet expectations or fails to improve their technology.

    • Labor 
    • Recommended Resources 

    • List any software, hardware, or web services we are recommending to the customer.

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    • Mileage 
    • Payment and Completion 

    • Accept Cash from the customer, enter it into the AMOUNT PAID box below, and click Submit Payment.

    • Open up the iPad and pull up the Square app, input the payment amount, and then allow the customer to swipe/tap their card and sign. Enter the amount collected into the AMOUNT PAID box below, and click Submit Payment.

    • Fill out the payment information below. Once payment is complete, enter the amount collected into the AMOUNT PAID box below, enter the Completion Date, and then click Submit Payment.

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