Support When You Need It
Tier1Net offers many options for initiating support requests, as well as emergency and off hours support for critical issues. Please note that Tier1Net’s Regular Business Hours are Monday-Friday, 8:30am-5:30pm EST.
During business hours:
Existing clients may initiate support requests three ways:
Log into Tier1Net’s Online Customer Portal to create, view, and modify support requests for your company. Your support request will automatically be entered into our system and be visible by all available engineers. This is the fastest and most efficient method to open a support request with Tier1Net.
Please note that our Online Customer Portal also provides access to the following tasks:
- Create a new Support Request
- View/Modify existing Support Requests
- View/Print Invoices
- Access a searchable Knowledgebase specific to your Company
- Run Reports (Service Ticket Trends, Executive Summary Reports, etc)
- Manage Company Information/Member Information (contact numbers, etc)
- Create Multiple User Logins for your Company and set Portal Security Rights
The homepage of the Customer Portal provides instructions on how to perform all of the tasks above. If you have any questions about navigating the Customer Portal, we offer live Customer Portal Walkthroughs. These walkthroughs are one-on-one virtual tours of the portal, guided by a Tier1Net user, via the phone and internet.
If you are interested in scheduling a Customer Portal Walkthrough, or if you need your Customer Portal login credentials, please email:PORTALREQUEST@TIER1NET.NET.
Please include your name, company name, contact information, description of your problem, and level of urgency. A support request will be entered into our system and will be visible by all available engineers.
Call our Office
We pride ourselves on offering the best customer service to our clients, including the ability to always reach a live person when calling our office. If your matter is extremely urgent, or if you are unable to open a support request via the options above, please call us directly at 781.935.8050 and one of our staff will gladly triage your request appropriately.
During non-business hours:
For General and Non-Urgent Support Requests during Non-Business hours, please use the same methods as outlined above for Regular Business Hours.
For EMERGENCY Support Requests during Non-Business hours, please use the method below:
Tier1Net always has a rotation of Emergency On Call engineers available to assist with critical issues during non-business hours. To reach an Emergency On Call engineer during non-business hours, simply leave a voicemail message in our Emergency Off=Hours Support Mailbox:
Voicemail Message in our Emergency Off-Hours Support Mailbox
- Call our Office at (781) 935-8050
- Press 2 for Emergency Support
- Leave a Detailed Message in our Afterhours Emergency Support Mailbox
- Include your name, phone number, and the nature of your emergency