How to Request Service From SLPowers

Do you need support? Are you a new client or a new employee of a client or do you just need a little refresh on how to request service from SLPowers? Whatever the reason you are reading this article, here are the details for reaching us!

Global Service Desk
Our helpdesk, known as our Global Service Desk, is the center of our support team. Any issues you experience should be reported here first by opening a Service Request using one of the following methods. Our service desk is available from 8:30 AM EST to 10:00 AM EST Monday through Friday and from 9:00 AM EST to 2:00 PM EST on Saturdays.

E-Mail
Simply send an e-mail to service@slpowers.com. The subject line of the e-mail will become the Summary of the Service Ticket. The body of the e-mail will be posted to the Detail Description section of the Service Ticket. Please provide as much information as possible so we can handle the request accurately and quickly.

Web Portal
If you do not have access to the SLPowers Service Portal please contact your Account Manager and request access. The support portal can be accessed by going to http://cw.slpowers.com/support. This will show you all of tickets for your organization and the current status of those tickets. Additionally, new tickets can be created and information can be added to existing tickets.

Phone Support
Standard Phone Support
To reach the SLPowers Global Service Desk call 561-835-8351 (or your local SLPowers number) and select option 1. A ticket will be created to service the request. The ticket will be routed to the next available Support Engineer.

Emergency After Hours Support
If you should need assistance after hours, weekends, or holidays, please call our After Hours Support Hotline at 561-655-7011. An operator will take your information and ask you if the request is an emergency. If you tell the operator it is an emergency they will page the engineer on call. If you tell the operator this is NOT an emergency the call will be answered on the next business day.

(We have an established and tested escalation procedure to ensure the quickest response possible to all emergency after hours support requests. Once the call is placed to an operator, the operator will page the on call engineer. If the engineer does not respond within 10 minutes, they are paged again. If the on call engineer does not respond within 10 minutes of the second page, the manager on call is paged. If the manager on call does not respond within 10 minutes, the operator calls a predefined list starting with Heath Gieson, Director of Professional Services, and ending with Rory Sanchez, President.)