Support

Hours of Operation

While we work and support our network around the clock, our general support hours are:

Monday -Friday, 9AM - 5:30PM
ISG is closed for nationally recognized holidays

Business Support Options

ISG's general business support and consulting includes services such as:

  • Business website management and content updates
  • Updates and upgrades to website CMS's such as Drupal, WordPress, Joomla, etc.
  • System administration tasks for dedicated hosting customers
  • Remote installation and configuration for BlackBox Online Backup
  • Any other business specific use of your ISG service

We offer flexible terms to best fit your needs:

  • Hourly engagements, one hour minimum applies, 15 minute billing thereafter.
  • Prepaid blocks of time:  15 minute billing increments, discounts for blocks of 8 hours or more.
  • Time & Materials:  For extended engagements such as website development, application development, custom hosting and network deployments
  • Fixed cost projects:  Requires specification, deposit, and milestone payments

Hosting Support

For non-urgent matters, we recommend you email or use our Contact Form.  We will open a support ticket and confirm we have received your request, along with estimated time to address the request.  We often provide same business day resolution for requests which are received in the morning or early afternoon.  All requests are typically resolved within 1 business day.

We always give top priority to urgent matters.  If you have a business impacting issue, call us at 203-774-0512 x2.

Priority Support

SLA's (Service Level Agreement) are available for clients requiring guarantied urgent response turnaround times and extended support hours, up to 24x7 / 365 days.  Contact Us with your requirements.