OSIbeyond: IT Support Request Procedures

Last updated: September 25, 2019

To request support during business hours from 8:00am-6:00pm EST, follow the steps below:

1. For Routine Support Requests (Nonemergency)

  • Email [email protected]. An engineer will respond to your email within 2 hours.
  • Or, request Chat Support (available only during business hours) by following these steps:
    • Go to www.osibeyond.com.
    • Click on the “Live Chat” button at the bottom right of the page.
    • Complete the form and select “Support” under the Department drop down menu then click on “Start Chat.”

2. For All Critical Support Requests (Emergency)

  • Call 301-312-8908 and select option #1 for the helpdesk to immediately speak with an engineer.

3. To Request Support After-Hours (Weeknights, Weekend, and Holidays)

  • For routine support requests (nonemergency) that can be resolved on the next business day, email [email protected].
  • For critical support requests (emergency) that must be resolved before the next business day, call 301-312-8908 and select option #1, then leave a message in the helpdesk after-hours mailbox.  An on-call engineer will return your call within 2 hours. Please note that after-hours rates will apply.

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