The Technology Answers Your Business Needs; before anyone sells you anything.

Email service@nycitworks.com from your work address and say in the subject line what kind of request it is. A reply with your ticket number comes back in the same thread, and every later update arrives there too, so nothing has to be searched for. For anything urgent that has taken the office offline, call 917-267-9001 instead of writing.

Call 917-267-9001. An outage is handled by phone, not email, because a mailbox cannot tell us the building has gone dark and you may not be able to send from it anyway. Have the site address and the name of the person on the floor ready; the call is logged as a ticket on our side so the record is kept. The desk is staffed from 8 AM to 8 PM. Outside those hours the workflow is the same: if your call reaches voicemail, the message is converted into a ticket and work on it begins from there.

Each time your ticket changes stage you get an email in the same thread saying who or what is working on it and how we will reach you. Open tickets are also listed in the Support Portal at support.nycitworks.com. The ticket closes only when you confirm the fix; if you say it is not fixed, it reopens at the same priority.

Most requests are handled remotely, by automation or by an engineer connecting to the affected machine. When a fix needs hands in the building, you receive the engineer’s name and an arrival window ahead of the visit, the engineer checks in with your named contact on arrival, and a service report follows describing what was done and found.

Every invoice we send carries its own secure payment link, so there is no separate payment portal to log in to. For a copy of a service report or an earlier invoice, email service@nycitworks.com with “Billing” in the subject and it is sent from your record. Materials and time on an invoice match the service report for that visit line by line.

Who may open requests is set by you: some clients allow anyone on staff, others name a short list. Tell the desk which you prefer and it is written into your record; changes to the list go to the desk with “Billing” in the subject, the same route as any account change. Support Portal logins are created when we add a contact to your record, one per named person, never shared.