Guidelines and Procedures for Professional Support
How do I get support during normal business hours? (Monday-Friday 8:30-5:30)
For general service requests please email us at support@infranetgroup.com
For urgent service requests please call us at 910.392.0944
How do I get support outside of normal business hours?
If you do have an emergency outside our normal business hours, use following process:
- Call our main number (910.392.0944).
- Choose the network emergency option from the menu (4) and leave a detailed message with contact information.
- Emergency support messages go to our emergency voicemail system which pages our on-call engineer. Our system will also send the voicemail message as an email attachment to our staff.
Note: By using this service, after hours rates will apply. Customers with emergency after hours contracts will receive priority service and a response time within one hour. Unfortunately, we cannot guarantee a response time for customers without an emergency after hours contract.
Can I schedule after hours support for projects and special requests?
For general service requests please email us at support@infranetgroup.com during normal business hours.
Infranet accommodates scheduled after hours requests. The customer will be responsible for scheduling all after hours requests as far in advance as possible.
Note: After hours non-emergency rates will apply. Scheduling of resources will be dependent upon availability of resources. Advanced scheduling of resources is recommended in order to accommodate your request.
We ask that you not leave service requests on individual engineer’s voicemail. By following the procedures above you will receive a confirmation email with your service request number included.
Guidelines and Procedures for Professional Support
How do I get support during normal business hours? (Monday-Friday 8:30-5:30)
For general service requests please email us at support@infranetgroup.com
For urgent service requests please call us at 910.392.0944
How do I get support outside of normal business hours?
If you do have an emergency outside our normal business hours, use following process:
- Call our main number (910.392.0944).
- Choose the network emergency option from the menu (4) and leave a detailed message with contact information.
- Emergency support messages go to our emergency voicemail system which pages our on-call engineer. Our system will also send the voicemail message as an email attachment to our staff.
Note: By using this service, after hours rates will apply. Customers with emergency after hours contracts will receive priority service and a response time within one hour. Unfortunately, we cannot guarantee a response time for customers without an emergency after hours contract.
Can I schedule after hours support for projects and special requests?
For general service requests please email us at support@infranetgroup.com during normal business hours.
Infranet accommodates scheduled after hours requests. The customer will be responsible for scheduling all after hours requests as far in advance as possible.
Note: After hours non-emergency rates will apply. Scheduling of resources will be dependent upon availability of resources. Advanced scheduling of resources is recommended in order to accommodate your request.
We ask that you not leave service requests on individual engineer’s voicemail. By following the procedures above you will receive a confirmation email with your service request number included.