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Welcome to Iconic IT 
Rochester / Buffalo 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 clientexperience by resolving all support requests during the first interaction.

Support2 Ways to Request Service:
During normal business hours (8:00 am – 5:00 pm)

EMAIL: ROCsupport@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: (585) 546-4120
Calls are answered live and we immediately begin resolving your support requests.

After Hours and Weekend Support

Call (585) 546-4120 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.
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:

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 ROCsupport@iconicit.com.


JOHN MATTIA

General Manager

jmattia@iconicit.com


ERIC HOUCK

Service Manager

ehouck@iconicit.com


MATT TOPPER

Professional Services Manager

mtopper@iconicit.com


JADEN ROBIDEAU

vCIO

jrobideau@iconicit.com


SARA BATTOGLIA

Team Assistant

sbattoglia@iconicit.com


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