Business-critical
A core part of the business is down, you suspect an active security incident or many people are affected and have no workable alternative.
For existing clients
Need help? Start here.
Use your usual Wise IT support channel to report an incident, ask for help or plan a change. This keeps your request tied to the right company, systems and service history.
Help us understand the impact
Tell us what the issue is stopping you from doing.
The business impact helps us set the right priority and get the request to the right person.
Degraded
Important work can continue in a limited way, the system is much slower than usual or the available workaround won’t last.
Standard
The issue affects one person or device, there is a reasonable workaround, or you need a routine change or answer.
Planned change
For a user, access, equipment, software or office change, include the date you need it and the person approving it.
What to include
A little context helps us get there faster.
- What you were trying to do, and what happened instead
- The exact error message or unexpected behavior
- When it began and whether it is constant or intermittent
- Users, systems and locations affected
- Any recent change that may be relevant
- Screenshots, timestamps or filenames that can help
- The best person to contact for testing or follow-up
Suspected security incident
Protect the evidence and escalate the issue.
Report it through your usual support channel and follow your company’s escalation instructions. Don’t wipe devices, delete files or make broad system changes unless an authorized responder asks you to.
Never send passwords or authentication codes in a ticket.
Safe remote support
Check any unusual request.
Join a remote support session only when you started the request or Wise IT confirmed it through a contact method you already use.
Wise IT will never ask for your password, MFA code, private key or recovery code.
Looking for a new IT partner?
Tell us what you need help with.
This support page is for existing clients. For a new project, assessment or managed IT need, contact Wise IT.