Client Support

Help is one channel away — whichever one works for you.

For active Slyder Consulting Group clients. Submit a ticket through your portal, send us an email, or call directly for urgent issues. Response time depends on severity — see SLA targets below.

All systems operational Last checked just now. Issues will be posted here when they affect multiple clients.

How to reach us.

Most issues can be resolved fastest through the client portal — tickets are logged automatically, routed to the right engineer, and tracked end-to-end. For situations where that doesn't fit, the other channels below work too.

Client Portal

Submit and track tickets, view your environment status, see open work, and access your documentation library.

Portal launching soon — use email below in the meantime

Email Support

support@slyderconsultinggroup.com — monitored during business hours, automatically logged as a ticket on receipt.

First response within SLA target

Phone Support

Direct phone line for urgent incidents during business hours and on-call after hours for managed IT clients with critical SLAs.

Phone number provided in your client onboarding doc

Schedule a Call

For non-urgent issues that need a real conversation — quarterly reviews, planning sessions, or working sessions on complex problems.

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SLA response targets.

Response times below are first-response targets for managed IT clients under a standard MSA. Severity is determined by the impact of the issue, not by who's reporting it — a server outage at 3am is critical regardless of who notices first. Specific SLA terms may vary by engagement; refer to your MSA for definitive language.

Critical

Production down

1 hour

Multiple users unable to work, security incident in progress, or complete service outage. 24/7 response.

High

Major functionality impaired

4 hours

Significant degradation affecting business operations but with available workarounds. Business-hours response.

Normal

Functional issue

1 business day

Individual user issue, minor bug, or request that doesn't block work. Standard ticket queue.

Low

Question or request

2 business days

How-to questions, feature requests, or non-urgent improvements. Worked on a planned cadence.

For security incidents specifically: If you suspect a breach, ransomware, phishing-related credential compromise, or any active security event — call the phone line immediately. Do not wait for email response. Time matters more than process for security incidents.

What to include in a support ticket.

The faster a ticket has the right context, the faster we can resolve it. When opening a ticket, please include:

What you were trying to do — the goal, not just the symptom
What happened instead — error messages (screenshots help), unexpected behavior
When it started — and whether it's intermittent or consistent
Who's affected — just you, your team, multiple users, all users
What you've already tried — so we don't repeat steps
Severity (your best guess) — we'll re-classify if needed

For complex issues, a short Loom video showing the problem is worth a thousand words of description. If you have one, attach the link.

Common questions

This page is for active clients. For prospective clients, the right first step is a discovery call to talk about your situation. We're happy to provide quick informal guidance on small questions too — just reach out.

Managed IT clients with critical-incident SLAs have access to the after-hours on-call line. The number is in your onboarding documentation. We monitor critical alerts 24/7 — most production incidents are detected by our systems before you notice them, but if you spot something first, the on-call line is the right channel.

Reply to the ticket with the word "escalate" or contact your account lead directly. Escalations route to a senior engineer within 1 hour during business hours. We don't penalize escalations — if you feel something needs attention, that's signal we want to hear.

Yes. We have Spanish-language support available; for other languages, we use translation tooling in real-time. We've supported clients with multinational teams across North America, Europe, and Latin America.

We publish actual average response times in your quarterly business review. Across our client base, current averages run about 40% faster than SLA target — most tickets see first response in well under the published target. If we miss SLA on your ticket, we'll proactively notify you and explain why.

Not yet a client?

This page is for active clients. If you're evaluating whether Slyder is the right fit for your business, the best next step is a discovery call.

Book a Discovery Call Explore Services