Service & Support FAQ

There are several ways to obtain service & support from Open Tier Systems. The most efficient is through our Client Service Portal or by calling 484-535-3600 and selecting option 1 for service. You may also email support@opentiersystems.com. Using these methods ensures that your request is logged, tracked, and prioritized correctly.

When submitting a request, please include:

• A brief description of the issue.
• Steps taken before the issue occurred.
• Any error messages received, including screenshots.
• The affected device(s) and location(s).
• Any steps taken after the issue occurred.
• Any steps needed to reproduce the issue.
• Impact (is this affecting only you, a group of people/sites, or company wide?)
• Urgency level (e.g., “This is preventing me from working”).

For most issues, we recommend using our Client Service Portal. However, if you have an emergency (e.g., network outages, inability to access critical systems, security incidents), please call us directly at 484-535-3600 for immediate assistance.

Our standard support hours are Monday to Friday, 8:30 AM to 5:00 PM Eastern Time. After-hours support is available for emergencies and may be subject to additional fees depending on your service agreement with us.

An emergency is any issue causing significant disruption to your business operations, such as:

• Network outages.
• Inability to access critical systems.
• Security incidents.

In such cases please call us at 484-535-3600

If you entered a service request via the portal, phone, or email, you should receive an automated response from our ticketing system within several minutes. If you do not, please contact us by phone at 484-535-3600 option 1.

We aim to respond to all tickets within two business hours. Response times may vary depending on the severity and complexity of the issue as well as overall service volume. 

If your issue is not resolved within the timeframe needed, please escalate the ticket by calling our service team at 484-535-3600 option 1, Please be ready with your service ticket number.

Yes, you can check the status of your support request through our Client Service Portal. You’ll also receive email updates as your ticket progresses. If you have any troubles accessing the Client Service Portal, please contact us at 484-535-3600 and select the option for Service.

Yes, most issues can be resolved remotely. If remote support is not sufficient, we will schedule an on-site visit.

After your issue is resolved, you’ll receive a follow-up email with a link to a satisfaction survey. Your feedback is crucial to helping us improve our services.

Alternatively, you may contact us by phone and select the Sales option to provide feedback about our service.

For new services, projects, or any non-urgent requests, please contact Sales at 484-535-3600 and select the option for sales, or send an email to sales@opentiersystems.com.

Yes, we maintain a growing knowledge base with guides and troubleshooting steps for common issues. You can access it through our Client Service Portal.

We strongly discourage texting, emailing, and/or Teams messaging specific technicians directly for new service requests, as often leads to slower response times. For the fastest service, please use our Client Service Portal, call 484-535-3600, or email support@opentiersystems.com.

There are instances when a service tech may request to communicate with you by text/SMS under specific circumstances. Communication in that manner should be limited to that specific circumstance.