How to contact Mister IT Support

Modified on: Wed, Apr 2 2025 2:03 PM

There are 3 methods for obtaining support from Mister IT, all processed through the ticketing system.

Tickets are created via the Mister Service Desk Web Portal, Email, or Phone:

Option #1 – Service Desk Portal

Preferred Method. Submit a ticket by using the Service Desk Portal

Option #2 – Email

Email will automatically create a ticket

Option #3 – Phone call

1-888-422-7343

Urgent issues: equipment failures, store down, or other emergency situations.

The table below shows the estimated response & resolution times.

Priority	How to Report	Expected Response Within	Target Resolution Time	When to Notify Manager	How to Respond	Response Update Frequency
Urgent	Phone	15 Minutes	1 Hour	Immediately	Phone, Email Follow-Up	Every hour until resolved
High	Phone	15 Minutes	1 Day	Immediately	Phone, Email Follow-Up	Every day until resolved
Medium	Portal, Email, Phone	4 Hours	2 Days	1 day, if not resolved	Email	Every two days until resolved
Low	Portal, Email	24 Hours	5 Days	2 days, if not resolved	Email	Every 5 days until resolved

MisterIT provides support for the stores 7 days a week throughout the year.

The Service Desk Hours of Operation are the following:

After-hours (on-call) support for urgent issues:

For after-hours support, please leave a voice message and an IT tech will contact you within 30 minutes (usually faster).

If you are not contacted by the “Expected Response Time” shown above, use Mister IT Support Escalation Contacts to escalate as necessary.

Low	Issues that are not significantly affecting the site's ability to process cars. Can't print from one machines Single peripheral down Report is not correct
Medium	Issues that limit's the site's ability to process cars Single tablet down Send Station down but has a work around Primary internet down but on backup (if processing cars normally)
High	Point of sale extremely slow kiosk down multiple tablets not working Primary internet down, backup is up (not process cars normally) Manager workstation not working
Urgent	Entire store down Server down Send Station is non-functional Primary and backup internet down Unable to process credit cards

Revised Date	Revised By	Revisions
10/01/2018	Lauren Babson	Document Created
7/5/2019	Lauren Babson	Updates to include when to notify manager and frequency of when to expect status updates and separating High & Critical from one to two levels
1/14/2020	Lauren Babson	Update on-call hours wording to match IT Essential Document
1/7/2021	Tam Rininger	Update Escalation Contacts
2/19/2021	Lauren Babson	Updating formatting. Removed names in escalation contacts and pointed doc to current escalation contact document in the IT Help Center.
10/14/2024	Andrew Poskey	Moved to Fresh
12/4/2024	Andrew Poskey	Updated Hours of Operation
3/13/20025	Andrew Poskey	Updated title and content formatting
4/2/2025	Andrew Poskey	Removed critical, updated to Urgent.

Mister IT Service Desk