Welcome to Iconic IT
East Texas Support Options

CLIENT GUIDE FOR
REQUESTING IT SUPPORT

The Iconic IT service department is designed around the “One Touch Resolution” support principal, where technicians strive to provide an extraordinary client experience by resolving all support requests during the first interaction.

Support 2 Ways to Request Service:
During normal business hours (8:00 am – 5:00 pm)

EMAIL: TYRsupport@iconicit.com
Send an email to immediately open a support ticket in our system. You will receive an email confirming receipt that includes your ticket details.

PHONE: (903) 581-0922
You will be given the option to automatically create a ticket by speaking your issue into our ticketing system or to press 2 and speak to a live technician.

PORTAL: Client Support Ticket Portal
Use the support portal to open new tickets or to check the status of an existing ticket.

After Hours and Weekend Support

Call (903) 581-0922 and leave your name, the name of the company you work for, and a callback number. The on-call technician will then be notified of the message and will return your call within 15 minutes.
Please be advised that non-emergency after-hours work may result in additional charges.

Help Us Help You

When submitting a service request, please be prepared to provide the following information:

Your First and Last Name
Your Company Name
Best Contact Number
What kind of impact the issue is having on business functions
A detailed description of the problem or issue including what actions are being attempted and any error messages that have been received

Please note that incomplete, vague, or inaccurate information can result in extended resolution times.

Service Ticket Surveys

We love your feedback! You will receive surveys related to your service requests once they have been completed. Survey responses help us to improve service levels and processes.

SERVICE LEADERSHIP TEAM

Support requests should be submitted directly to TYRsupport@iconicit.com.

MARK BLACK

General Manager

JOHN BROWNING

Director of Services Delivery

PAUL BEECHER

Director of Operations

RICHARD GALGANOV

Sales Manager

LISA HODDE

Director of Client Relations

We Love Referrals!

Learn how you can earn $500 in cash OR a free month of service

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Welcome to Iconic IT East Texas Support Options

CLIENT GUIDE FOR REQUESTING IT SUPPORT