Infinitely Virtual
  • Solutions
    • [Tabs]
      • Solutions – tabs header
      • By Your Need
        • By Your Need – tabs header
        • [Tabs]
          • Help Me Plan My IT Strategy
            • Help Me Plan My IT Strategy
          • Migrate My Apps Into the Cloud
            • Migrate My Apps Into the Cloud
          • Enable Our Remote Workforce
            • Enable Our Remote Workforce
          • Help Me Avoid Downtime
            • Help Me Avoid Downtime
          • Lower My IT Costs
            • Lower My IT Costs
          • Switch to a Better Cloud Provider
            • Switch to a Better Cloud Provider
          • Host QuickBooks in the Cloud
            • Host QuickBooks in the Cloud
          • Manage IT of an M&A Integration
            • Manage IT of an M&A Integration
      • Cloud Hosting
        • Cloud Hosting – Tabs header
        • [Tabs]
          • Cloud Application Hosting
            • Cloud Application Hosting
          • Virtual Dedicated Cloud Servers
            • Virtual Dedicated Cloud Servers
          • QuickBooks Hosting
            • QuickBooks Hosting
          • Compliance Environment
            • Compliance Environment
      • Managed IT
        • Managed IT – Tabs Header
        • [Tabs]
          • IT Strategy and Planning
            • IT Strategy and Planning
          • Unlimited IT Support
            • Unlimited IT Support
          • Device Management
            • Device Management
          • Managed Endpoint Security
            • Managed Endpoint Security
          • Monthly Health Checks
            • Monthly Health Checks
          • Managed Detection & Response
            • Managed Detection
              and Response
      • Managed Services
        • Managed Services – Tabs header
        • [Tabs]
          • Microsoft 365
            • Microsoft 365
          • File Storage & Backup
            • File Storage & Backup
          • Managed IT
            • Managed IT
          • Managed Detection & Response
            • Managed Detection
              and Response
      • All-in-IT
        • All-in-IT
      • Industry Expertise
        • Industries – tabs header
        • [Tabs]
          • Accounting & Payroll
            • Accounting & Payroll
          • Construction Industry
            • Construction Industry
          • Healthcare
            • Healthcare
          • Law Practices
            • Law Practices
          • Retail & Hospitality
            • Retail & Hospitality
          • Software Providers
            • Software Providers
  • Industries
    • Industries – tab header
    • [Tabs]
      • Accounting & Payroll
        • Accounting & Payroll
      • Construction
        • Construction Industry
      • Healthcare
        • Healthcare
      • Law Practices
        • Law Practices
      • Retail & Hospitality
        • Retail & Hospitality
      • Software Providers
        • Software Providers
  • Why IV
    • Why IV – tabs header
    • [Tabs]
      • E.V.E. Platform
        • E.V.E. Platform
      • Customer Stories
        • Customer Stories
      • Compliance Environment
        • Compliance Environment
      • Service Level Agreement
        • Service Level Agreement
        • Response & Resolution Times
  • Partner
  • Resources
    • Resources – tabs header
    • [Tabs]
      • Blog
        • Blog
      • IV in the News
        • IV in the News
      • Press Releases
        • Press Releases
      • Customer Stories
        • Customer Stories
      • Search Site
        • [Custom]
  • Support / Status
    • System Status
    • Our Guarantee
    • Terms & Conditions
    • Privacy Policy
    • Acceptable Use Policy
    • Master Services Agreement
  • Contact Us
  • 866-257-8455
  • Log In
  • Menu Menu
  • Solutions
      • Solutions
      • By Your Need
        • By Your Need
          • Help Me Plan My IT Strategy
            • Help Me Plan My IT Strategy
              Get expert IT guidance to hit your
              operational targets.
          • Migrate My Apps Into the Cloud
            • Migrate My Apps Into the Cloud
              Realize the cost and operational advantages of cloud computing.
          • Enable Our Remote Workforce
            • Enable Our Remote Workforce
              Empower employee productivity
              from any location.
          • Help Me Avoid Downtime
            • Help Me Avoid Downtime
              Maximize application uptime and minimize business disruptions.
          • Lower My IT Costs
            • Lower My IT Costs
              Achieve significant cost savings
              and efficiency gains.
          • Switch to a Better Cloud Provider
            • Switch to a Better Cloud Provider
              Get the uptime, performance,
              and service you expect.
          • Host QuickBooks in the Cloud
            • Host QuickBooks in the Cloud
              Improve reliability, enable remote
              work, and reduce costs.
          • Manage IT of an M&A Integration
            • Manage IT of an M&A Integration
              Keep IT operations running smoothly through a merger or acquisition.
      • Cloud Hosting
        • Cloud Hosting
          • Cloud Application Hosting
            • Cloud Application Hosting
              Realize maximum uptime,
              performance, and service.
          • Virtual Dedicated Cloud Servers
            • Virtual Dedicated Cloud Servers
              Cloud-based remote desktop servers,
              file servers, and web servers.
          • QuickBooks Hosting
            • QuickBooks Hosting
              Reliable hosting for 100% uptime, robust data security, and anytime, anywhere access.
          • Compliance Environment
            • Compliance Environment
              IV helps take the stress out
              of regulatory compliance.
      • Managed IT
        • Managed IT
          • IT Strategy and Planning
            • IT Strategy and Planning
              In-depth discovery and development
              of a strategic plan to optimize IT
              spending and operations.
          • Unlimited IT Support
            • Unlimited IT Support
              24/7 remote support to help end users with day-to-day IT issues that can impact productivity and morale.
          • Device Management
            • Device Management
              Management and security of onsite devices — desktops, laptops, printers and more — to keep you productive.
          • Managed Endpoint Security
            • Managed Endpoint Security
              Ongoing management of endpoint security (firewall) controls to protect against evolving cyber threats.
          • Monthly Health Checks
            • Monthly Health Checks
              Regularly scheduled health checks to ensure your local devices and environment is running securely and efficiently.
          • Managed Detection & Response
            • Managed Detection
              and Response
              Better protect user endpoints with real-time cyber threat hunting, monitoring, and response.
      • Managed Services
        • Managed Services
          • Microsoft 365
            • Microsoft 365
              Managed Microsoft 365 including user
              setup, license management, updates,
              patches,and more.
          • File Storage & Backup
            • File Storage & Backup
              We store your data and manage your files — providing anytime, anywhere access on any device.
          • Managed IT
            • Managed IT
              Expert services for user device management and onsite/remote user support.
          • Managed Detection & Response
            • Managed Detection
              and Response
              Better protect cloud workloads with real-time cyber threat hunting, monitoring, and response.
      • All-in-IT
        • All-in-IT
          Mix and match IV offerings to arrive
          at the ideal All-in-IT solution.
          Start Now
      • Industry Expertise
        • Industry Expertise
          • Accounting & Payroll
            • Accounting & Payroll
              Keep your systems secure and available at tax season and beyond.
          • Construction Industry
            • Construction Industry
              Improve productivity — and your bottom line — with IV cloud solutions.
          • Healthcare
            • Healthcare
              Host your applications in a reliable,
              HIPAA-compliant cloud environment.
          • Law Practices
            • Law Practices
              Ensure your applications and data
              are available, secure, and scalable.
          • Retail & Hospitality
            • Retail & Hospitality
              Let us handle IT so you can focus
              on your customers.
          • Software Providers
            • Software Providers
              Host your SaaS products in our reliable, secure, and scalable cloud environment.
  • Industries
    • Industries
      • Accounting & Payroll
        • Accounting & Payroll
          Keep your systems secure and available
          at tax season and beyond.
      • Construction
        • Construction Industry
          Improve productivity — and your bottom line
          — with IV cloud solutions.
      • Healthcare
        • Healthcare
          Host your applications in a reliable,
          HIPAA-compliant cloud environment.
      • Law Practices
        • Law Practices
          Ensure your applications and data
          are available, secure, and scalable.
      • Retail & Hospitality
        • Retail & Hospitality
          Let us handle IT so you can focus
          on your customers.
      • Software Providers
        • Software Providers
          Host your SaaS products in our reliable, secure, and scalable cloud environment.
  • Why IV
    • Why IV
      • E.V.E. Platform
        • E.V.E. Platform
          Enterprise Virtualization Environment
          IV’s revolutionary virtualization (cloud) environment for SMBs
      • Customer Stories
        • Customer Stories
          IV helps customers address IT challenges and leverage the cloud for competitive advantage.
      • Compliance Environment
        • Compliance Environment
          IV helps take the stress out
          of regulatory compliance.
      • Service Level Agreement
        • Service Level Agreement
          Infinitely Virtual’s goal is to achieve 100% Service Availability for all customers.
        • Response & Resolution Times
  • Partner
  • Resources
    • Resources
      • Blog
        • Blog
          Keep up-to-date on the latest info, trends, and predictions on cloud computing and cybersecurity with Infinitely Virtual.
      • IV in the News
        • IV in the News
          Infinitely Virtual informs the industry on the latest info, trends, and predictions for cloud computing and cybersecurity.
      • Press Releases
        • Press Releases
          Stay up to date with the latest in Office Virtualization and Cloud App/Server Hosting for small to medium size businesses.
      • Customer Stories
        • Customer Stories
          Infinitely Virtual helps customers address IT challenges and leverage the cloud for competitive advantage.
      • Search Site
        • Search InfinitelyVirtual.com

          or
          view sitemap
  • Support / Status
    • System Status
    • Our Guarantee
    • Terms & Conditions
    • Privacy Policy
    • Acceptable Use Policy
    • Master Services Agreement
  • Contact Us
  • 866-257-8455
  • Log In
24/7Sales & Support

Response & Resolution Times

Talk to a Sales Specialist

How to Obtain Support

  1. Email: support@infinitelyvirtual.com
  2. Phone: 1.866.257.8455 option 2
  3. Portal: https://app.infinitelyvirtual.com/app/customer/login

Response & Resolution Times

Target response and resolutions times during business hours (8×5 local time).

After hours support for priority 1 tickets only. All other requests will be assigned next business day.

PriorityImpactResponse TimeResolution TimeEscalation Threshold
1Service not available (all services and users are down)Within 1 hourASAP – Best effort2 hours
2
Significant degradation of service (large numbers of users down, or critical functions down)
Within 2 hoursASAP – Best effort4 hours
3
Limited degradation of service (multiple users affected, some services affected, but business processes can continue)
Within 4 hoursWithin 4 business hours8 hours
4
Minor service degradation (business processes can continue, one or few users affected)
Within 8 hoursWithin 8 business hours24 hours

Escalation Matrix

StepsContactEmail AddressPhone NumberInstructions
1General Supportsupport@infinitelyvirtual.com1.866.257.8455
option 2
Call, email or comment on the ticket requesting escalation.
2Support Escalationsupport-escalation@infinitelyvirtual.com1.760.585.4093Please include existing ticket number in the subject line.
3VP of SalesScott.McDonald@infinitelyvirtual.com1.760.585.4083
Please contact if you do not receive a timely response from level 2 escalation team.
4Office of the PresidentOfficeOfThePresident@infinitelyvirtual.com1.760.585.4092
For any issues not resolved using normal methods of support or escalation.

Latest IV Insights

Latest Post

How Would a System Outage Impact Your Business and Customers?

Latest News

Why Anti-malware and Antivirus Ran Out of Gas

Latest Press

In Latest Company Expansion, Infinitely Virtual Establishes All-Flash Data Center in Phoenix

Infinitely Virtual

Copyright ©2023 Infinitely Virtual
All rights reserved.

About

  • Solutions
  • Industries
  • Why IV
  • Partner
  • Resources
  • Support
  • Contact Us

Help

  • Our Guarantee
  • Terms & Conditions
  • Privacy Policy
  • Acceptable Use Policy
  • Services Agreement
  • InfiniteApp Login
  • Sitemap

Contact Us

Call us866-257-8455Connect with us
  • Facebook
  • Twitter
  • LinkedIn
  • Youtube
Scroll to top