Customer Service and Support

Exigent customers can request support through the Client Center portal, inside Microsoft Teams, by email, or by phone. Our support process is designed to provide responsive, white-glove service aligned with your business priorities and service agreement.

For the fastest resolution, clients should include details about the issue, affected users, screenshots when available, and the urgency of the request. Support requests are routed to the appropriate technical specialists to help ensure efficient resolution and clear communication throughout the process.

Exigent supports a wide range of business technology needs, including user support, cybersecurity concerns, Microsoft 365 issues, cloud services, connectivity problems, hardware troubleshooting, business continuity planning, and strategic technology guidance.

Our Assurance Managed Services approach is designed to provide both day-to-day operational support and long-term strategic alignment for growth-oriented businesses.

Response times depend on the severity and business impact of the issue. Critical issues affecting business operations are prioritized, while lower-priority requests are handled according to service-level objectives.

Exigent's support model emphasizes responsiveness, communication, and proactive issue management to minimize disruption and maintain business continuity.

If your business experiences a critical outage, cybersecurity incident, or other urgent issue, contact Exigent immediately (we recommend calling).

Rapid escalation procedures help our team quickly assess the issue, contain potential risks, and begin remediation efforts while keeping stakeholders informed throughout the process.

Yes. Exigent provides after-hours and emergency support services for qualifying issues based on your service agreement. This helps ensure clients have access to technical assistance during critical situations that occur outside standard business hours.

Support requests are prioritized based on business impact, urgency, number of affected users, and operational risk. Critical business disruptions and security-related incidents receive the highest priority. This structured approach helps ensure that the most impactful issues are addressed quickly while maintaining visibility and communication across all open requests.

Yes. Exigent offers co-managed IT services designed to complement and strengthen internal IT departments. Our collaborative approach allows businesses to extend technical expertise, improve coverage, enhance cybersecurity capabilities, and support strategic initiatives without replacing internal staff.

To help speed resolution, include a detailed description of the issue, affected devices or users, screenshots or error messages when possible, and any recent changes that may be related to the problem. Providing complete information helps our support team diagnose issues more efficiently and reduce unnecessary back-and-forth communication.

Clients can monitor support activity and ticket updates through the Client Center portal. The portal provides visibility into request status, communication history, and ongoing issue resolution. This centralized approach helps improve transparency, accountability, and collaboration between your team and Exigent's service professionals.

Exigent's support philosophy is rooted in The Exigent Method — a consultative approach focused on long-term business outcomes rather than reactive issue resolution alone.

In addition to responsive support, clients gain access to strategic guidance, business reviews, cybersecurity expertise, and proactive technology planning designed to support operational stability and long-term growth.

We use artificial intelligence and automation to enhance the client experience, improve efficiency, and help our team deliver faster, more informed support. These technologies help streamline routine tasks, identify trends, and make information easier to access.

Exigent uses AI, automation and other emerging technologies to improve the customer experience alongside our amazing team of experts.
Examples include:

• Automated phone assistance to help route calls efficiently
• Website assistants that provide answers to common questions
• Smart forms that streamline service requests
• Analysis of service trends and recurring issues
• Knowledge recommendations that help accelerate issue resolution