How to Obtain Support
- Email: email@example.com
- Phone: 1.866.257.8455 option 2
- 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.
|Priority||Impact||Response Time||Resolution Time||Escalation Threshold|
|1||Service not available (all services and users are down)||Within 1 hour||ASAP – Best effort||2 hours|
Significant degradation of service (large numbers of users down, or critical functions down)
|Within 2 hours||ASAP – Best effort||4 hours|
Limited degradation of service (multiple users affected, some services affected, but business processes can continue)
|Within 4 hours||Within 4 business hours||8 hours|
Minor service degradation (business processes can continue, one or few users affected)
|Within 8 hours||Within 8 business hours||24 hours|
|Steps||Contact||Email Address||Phone Number||Instructions|
|Call, email or comment on the ticket requesting escalation.|
|2||Support Escalationfirstname.lastname@example.org||1.760.585.4093||Please include existing ticket number in the subject line.|
|3||VP of Sales||Scott.McDonald@infinitelyvirtual.com||1.760.585.4083|
Please contact if you do not receive a timely response from level 2 escalation team.
|4||Office of the President||OfficeOfThePresident@infinitelyvirtual.com||1.760.585.4092|
For any issues not resolved using normal methods of support or escalation.