Serving the USA · Driving business ahead of the curve
How support works
A CES ticket moves by phone or web. We log who has it and what changed. We will not hide the desk behind a portal you did not ask for.
Channels
Pick how you already work
- Phone — 973-285-9900. 24/7.
- Web — the ticket system, if that is how your people already work.
Each person on your side can pick a channel. We do not force a portal on a shop that already has a way of working.
The trail
What we capture
Who asked. What broke. Who has it. What changed. What is still open. Checklists when the work repeats. Assignments when it belongs to one engineer. That is iWebTraction — built from IT-support DNA, not bought as a badge.
Severity
Keep it short
Office cannot work
Internet, email, server, lockout at scale, suspected ransomware. We drop what can wait.
Someone cannot work
One workstation, one mailbox, one app. Same day during business hours unless parts or a vendor stand in the way.
The business can wait
Projects, quoting, clean-up, “while you’re in there.” Scheduled on purpose.
After hours
Ext 1 still rings a person who works here
If the fix needs a part, a landlord, or a circuit vendor, you hear that — not a ticket number and silence.
What we will not pretend
We are not a 200-seat national desk. We are the bench on the other end of ext 1. If a request is outside the environment we agreed to support, we say so and help you aim it.
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