Service Request Procedures

The correct way to place a support request is to either submit your request online at http://servicedesk.most.net/ (if problem is not email or Internet related) or to call our office at 212-965-5353, press 0 for the operator and leave a message. If you call the operator, she will have escalation procedures for after hours and weekend emergencies - additional charges may apply.

Please keep in mind, that we have to react at each message we recieve, so getting few requests about the same issue from multiple people with in few minutes only delays service to you. I would recommend waiting at least 15 minutes before making a repeated request, unless it is extremely urgent. We are generally trying to get back to the customer with in 10 minutes after getting a request.

Service Expectations

As much as we try to service everyone as soon as possible there will be situations when you'll have to wait for the service. We are categorizing service request as "Critical – whole company unable to do business", "Normal – single person unable to do business", "Inconvenience – business could be done (slower than usual or by other means)", "New Installation – adding functionality that didn't exist previously", "Research – researching possible ways to improve operations". Because we trying to keep cost low to our customers and we do not reserve a dedicated service person for each of them, we have to prioritize the service request from different customers and service request according to above priority. We do offer guaranteed service levels with a dedicated technical person, but the costs will be higher.

Our regular business hours are 9 AM to 5 PM Monday through Friday excluding major holidays. We are asking clients to respect that and try to reach out to us for the support during above hours. Emergency service is available 24x7 for an additional service fee.