Help when it matters
For customers with a project, AMC or managed services agreement. Raise and track tickets in the support portal or by email, and call us for anything urgent.
Three ways to reach us.
Every route ends in a tracked ticket, so nothing depends on one person's inbox.
Support portal
Sign in to raise a ticket, follow its progress, reply to your engineer and read solution articles. The best route for anything that is not urgent.
Write to support@provisiontech.in from your registered work address. A ticket is created automatically and you get an acknowledgement with the ticket number.
Phone, for P1 and P2
Call +91 94038 92477 when operations are stopped or several users are affected. Then send the details by email so the call is logged against a ticket.
How to get a faster fix.
Pick the right route
Use the portal or email for routine requests. Call for P1 and P2 issues, then follow up in writing.
Write a clear subject
Name what is affected and the symptom, for example: VPN, no users at the Pune office can connect.
Describe the impact
Say how many users, sites or services are affected and what work has stopped. This sets the priority.
Attach the evidence
Exact error messages, screenshots, the time it started and anything that changed just before.
Stay on one ticket
Reply on the same thread and quote your ticket number. A duplicate ticket slows things down.
Have these details ready.
- Device and issue: hostname or IP, model, the application involved and the exact error
- Business impact: how many users, sites or services are affected
- What you have tried: restarts, connectivity checks and other troubleshooting
- Timing: when it started and what changed just before
- Contact: your name, company and a callback number
- Availability: for remote work, an authorised user must be at the device
Understanding incident priority.
Priority is set by business impact. Our engineers confirm it during triage. Response and resolution targets for each level are defined in your SOW, AMC or managed services contract.
Critical
Core operations are stopped or severely affected. For example a firewall failure, a server crash or ransomware. Immediate response, worked continuously until the issue is mitigated.
High
Partial business impact or several users affected. For example a VPN failure or an application outage for a team. Handled promptly, ahead of routine work.
Medium
Limited users affected and a workaround exists. For example slow performance, or a printer or application problem for one person.
Low
Minimal impact and routine requests. For example password resets, software installation or cosmetic issues. Scheduled in order.
How a remote session works.
Ticket first
Every remote session is linked to a logged ticket. No ticket, no session.
Engineer verification
Your engineer contacts you and quotes the ticket number before anything else.
Your consent
The session starts only after you, or your administrator, approve it on the device.
You stay in control
Watch everything the engineer does and end the session at any time.
Never share secrets
Do not send passwords, MFA codes, recovery codes or private keys by email, ticket, chat or phone. Our engineers will never ask for them, and we never cold-call to request remote access.
Suspect a breach? Do this first.
- Disconnect the affected device from the network, but do not switch it off. Memory evidence may be needed
- Call +91 94038 92477 and email support@provisiontech.in with what you saw
- Do not delete files, pay a ransom or contact the attackers
- Note the time, the user and anything unusual you noticed
What your agreement covers.
Who can raise tickets
Customers with an active project support period, an AMC or a managed services contract. Requests are logged against your agreement.
Cover hours
Remote ticketing and support around the clock (24x7); on-site visits within the hours in your contract. Your agreement also sets response targets for each priority.
OEM escalation
Where a fix needs the vendor, we raise and manage the case with the OEM on your behalf, as covered by your SOW, AMC or contract.
Common support questions.
Can I raise a ticket if we are not a customer yet?
Support is for customers under a project, AMC or managed services agreement. If you need help with an issue, contact our sales team and we will talk through the options.
Where can I find solution articles?
Signed-in portal users can browse solution articles in the support portal.
How do I report a phishing email?
Do not click links, open attachments or reply. Use the Report button in Outlook or Gmail if you have it, or forward the email as an attachment to support@provisiontech.in. If you already clicked or entered a password, change it straight away and raise a ticket.
I lost my MFA device. What now?
Contact your IT administrator or raise a ticket. For security, we verify your identity before any MFA reset.
Can I change the priority of my ticket?
Yes. Reply on the ticket with the new business impact, or call us if it has become urgent.
Not yet a customer?
Our support is for clients under a project, AMC or managed services agreement. Talk to us about cover.