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Servicad 24/7 Support Centre: Terra Greenhouses

Welcome to your 24/7 Support Centre.

To submit a support ticket please first determine if this is an emergency or non-emergency IT request. Then choose the appropriate support options listed below that best suits your needs. With these options, you’ll always be connected to Servicad. Be sure to note down phone number in the event there is no internet access. PRINTABLE VERSION To get the fastest response time possible, please be sure to use the contact methods listed on this page. This allows us to identify you as a client that is eligible for 24/7 support from our Help Desk. If you have an Afterhours subscription, these methods of contact will also ensure that you’re able to reach us outside of regular business hours. Please note that these services are exclusively available to authorized users that have registered for these services. To learn more about registration, please contact us. Thank you.

EMERGENCY IT SUPPORT:

After Hour Emergencies (M-F 5pm-9pm, Weekends & Holidays 9am-6pm): 905-901-3365 ext. 9*

Business Hour Emergencies (M-F 8:30am-5pm): 905-901-3365 ext. 7 or [email protected]

What is considered an emergency:

Stores are down and can’t process payment
Servers are down and can’t be reached
Anything related to loss of income or inventory
Everything else is considered a non-emergency IT issue

* After hour support calls are subject to additional fees.

POS RELATED SUPPORT (ARMAGH POS SOLUTIONS):

Catapult Retail POS Support: 905-528-5903 or 1-888-528-5903

During office hours (Press 1 for Support – 8:30 – 5:30 M-F) After Hours (Press 7)

[email protected]

NON-EMERGENCY IT SUPPORT:

Dedicated 24/7 Support Line: 905-901-3365 ext. 7

24/7 Support Request Form:

Employee Name *

Current Office Location *

Alternate Phone Number

Alternate Extension

Email Address *

Subject *

Computer Issue *

Non-Emergency IT Support Process

When you call in for technical support, one of our technicians will start working with you right away to resolve your issue.

How it works:

One of our technicians will receive your request for support (Level 1) – 24/7 Service
The same technician will work with you to correct the issue by:
Talking you through some basic trouble shooting steps over the phone
Taking remote control of your desktop to perform complex troubleshooting operations
If your issue can’t be resolved within a single call, then our technicians will perform additional investigation and follow up to resolve your issue (Level 2) (This service will be performed M-F 9am to 5pm excluding holidays)
If the issue still can’t be resolved (usually because physical repairs are required onsite) then our technicians will escalate to a Level Status which may require an onsite visit. (This service will be performed M-F 9am to 5pm excluding holidays)