Submit a Support Request | Pay Your Bill Online

Q: How can I submit a ticket for support?

The best option for requesting support is through the service portal. However, you can also call support directly at (973) 770-0500 or email support@exigent.net

Q: How long will it take for someone to answer my request for support?

No matter how submitted, all tickets funnel into a queue where they are evaluated by severity and business impact before being assigned a priority. Once the priority is determined, our team will communicate what the next steps are.

Q: How do you determine ticket priority?

Ticket priority guides response times for support and service. Two factors determine priority: severity of the includent and business impact of the incident. The more widespread and impactful, the faster the response time for a ticket.

Q: What are support hours at Exigent?

Our business hours are: Monday-Friday 8:30 a.m. to 5:30 p.m. Extended hours are Monday-Friday 5:30 p.m. to 8:30 a.m. Weekend hours are Friday 5:30 p.m. until Monday 8:30 a.m. Please remember that email tickets submitted outside of business hours are not reviewed until the next business day. If you need urgent help, please call (973) 770-0500.

Q: Can my organization access onsite support in my region?

Exigent customers with Assurance Complete have access to onsite support included in their service level, which is available in all our service regions: New Jersey, New York, Denver and Los Angeles. Those customers with Assurance Resolution can access onsite support for an additional hourly fee.

Remote Support

Already working with a member of our team? Kick off your remote session here. If you have additional questions, see the video tutorial below.

Remote Session

Payments Portal

Make payments, print invoices and manage your account online through our convenient payment portal. For guidance, check out the video tutorial below.

Make a Payment

Service Portal

Not only can you use this portal to create tickets, you can also check on open ticket status, see project details, and more in the service portal.

Computer Form

Complete this form to help us get you the right computer for your needs. Once finished, our team will reach out to finalize the procurement process.

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NEW! Exigent Office Hours
An Executive-Level Strategy Forum for Our Clients

Office Hours is a monthly, two-hour open forum hosted by Exigent's senior technology leaders. It's your direct line to our top minds, offering a space to discuss strategy, ideas, technical challenges, compliance concerns, or anything else on your mind. There is no script, no sales pitch, just real-time collaboration with the experts.

Learn more about Office Hours

Learn how to submit a support request tickets

Need help with the payment center?

Learn how to schedule support time

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NY
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NJ
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Denver
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Let's Talk About Periodic Business Reviews

Our proven Exigent Method is a cyclical process that revolves around ongoing, periodic business reviews. These meetings are a chance to align, troubleshoot, problem-solve, and more. Hosted by your dedicated Technical Advisor, we use this time to collaboratively review where our partnership has been and where it is going.

What you should expect during your PBR:

Performance Evaluation: Review of key metrics to assess how well Exigent is meeting expectations. We use this time to uncover misunderstandings or gain clarity about the services being provided.
Strategic Alignment: This is our opportunity to align and inform. When we understand your business strategy, goals, challenges, and upcoming initiatives, we can better advise you on IT changes that might be required.
ID and Resolve Issues: If you have any concerns, challenges, or issues your team may have encountered while working with Exigent, this is the time to hash it out. Transparently discussing issues helps strengthen our relationship, leading to better problem-solving and improved outcomes.
Technology Stack & Infrastructure: Assessment and discussion of current hardware, software, cloud solutions, and any technical backlog.
Tactical Insights: Our PBRs aren’t about the next few weeks. Instead, we’ll discuss industry trends, vendor roadmaps, potential challenges with existing technologies and new opportunities to leverage IT in your business.

To best prepare for your PBR, here are some areas to think about:

Performance and Metrics: How have we progressed on our goals since the last review?
Service Delivery and Support: Are there any areas where we can improve communication or streamline support processes?
Security and Compliance: What else might we want to do to safeguard our business?
Cost Management: Can we review the current IT budget and expenditures? Are there any large investments we should be planning for, such as end-of-life legacy hardware that will need replacing?
Roadmap and Future Plans: Reflecting on your business strategy and goals, what are the recommended technology projects or upgrades that we may need to discuss?

Expected outcomes for PBRS:

Strategic Vision: Clear, long-term IT objectives that align with business growth.
Implementation Plan: Key initiatives, timelines, and milestones for upcoming projects.
Technology Upgrades: Future plans for software enhancements, hardware improvements, and integrations.
Resource Allocation: Staffing needs, skill development, and external partnerships.
Risk Management & Contingency Strategies: Proactive measures to mitigate disruptions.

FAQs about Exigent Service and Support

How can I submit a ticket for support?

How long will it take for someone to answer my request for support?

How do you determine ticket priority?

What are support hours at Exigent?

Can my organization access onsite support in my region?

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