How to Obtain Support
- Email: support@infinitelyvirtual.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 |
| 2 | Significant degradation of service (large numbers of users down, or critical functions down) | Within 2 hours | ASAP – Best effort | 4 hours |
| 3 | Limited degradation of service (multiple users affected, some services affected, but business processes can continue) | Within 4 hours | Within 4 business hours | 8 hours |
| 4 | Minor service degradation (business processes can continue, one or few users affected) | Within 8 hours | Within 8 business hours | 24 hours |
Escalation Matrix
| Steps | Contact | Email Address | Phone Number | Instructions |
|---|---|---|---|---|
| 1 | General Support | support@infinitelyvirtual.com | 1.866.257.8455 option 2 | Call, email or comment on the ticket requesting escalation. |
| 2 | Support Escalation | support-escalation@infinitelyvirtual.com | 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. |
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