Client Support
Need Technical Support?
Support for existing clients is kept separate from sales enquiries so that urgent service requests reach a technician directly instead of waiting behind general correspondence. Use any of the channels below — they all reach the same queue.
How to Reach Support
Email your request
Best for issues that are not stopping work. Email creates a written record, and a ticket is opened automatically so nothing depends on one person reading a message.
abdul@greatlakesit.caCall the support line
Best when something is down, a deadline is at risk, or a written description would take longer than a conversation. Calls are logged as tickets in the same queue.
+1 (647) 355-5017Start a remote session
When a technician needs to see the problem, we send a one-time session link. Sessions require your approval, are visible on your screen throughout, and end when you close them.
Request a sessionSuspected security incident
If you suspect a breach, ransomware, a compromised account or a fraudulent payment request, call rather than email, and say that it is a security incident. Do not shut systems down or delete anything before speaking with us — evidence matters, and the wrong first move can make recovery harder.
What to Include in a Request
The more of this we have up front, the fewer round trips it takes to resolve. If you only have some of it, send the request anyway — we would rather hear early.
- Who is affected — one person, a team, or everyone
- What you were doing when the problem appeared
- The exact wording of any error message, or a screenshot of it
- When it started, and whether anything changed just before
- Whether a workaround exists, and how urgent the work is
- The best way and time to reach you
How Requests Are Prioritised
Every request is triaged on impact and urgency. Target response and resolution times are set out in your service agreement, because they differ between plans.
- Critical
- A system or service is down and the organization cannot operate. Examples: a site-wide outage, a suspected active security incident, or a server or line-of-business system that is unavailable to everyone.
- High
- A significant function is degraded or a group of users is blocked, but a workaround exists. Examples: email delivery failures for a department, or a critical integration that has stopped syncing.
- Normal
- An individual user is affected, or a system is behaving incorrectly without stopping work. Examples: a device fault, an application error, or a permissions problem.
- Scheduled
- Planned work with no immediate impact. Examples: onboarding a new employee, deploying software, provisioning hardware, or a requested configuration change.
Not a Client Yet?
This page is for organizations already under a Great Lakes IT Inc. service agreement. If you are dealing with an urgent problem and do not have a provider, tell us what is happening and we will let you know honestly whether we can help.