Client Onboarding & Support Guide
Welcome to Allegiant - A Crexendo Company
We’re excited to support your team. Whether you’ve engaged with us for our Managed IT services, Network services, Security services, Infrastructure and Cabling team, or one of our many Voice solutions, this guide will show you how to connect with us, request support, and stay in control of your service.
1. Meet Your Support Team
Here’s who you’ll be working with:
| Team Member | Role |
|---|---|
| Help Desk Technicians | First line of support for all of our offerings |
| Engineers | Technical escalation point for more complex situations |
| Service Coordinator | Manages ticket flow, scheduling, and updates |
| Help Desk Supervisor | Escalation point for critical or unresolved issues |
| Site Director | Your advocate for strategic alignment, satisfaction, and growth |
We’re here to make support straightforward, proactive, and responsive.
2. How to Reach Us
We prioritize transparency and accountability. The best way to connect with our team is through the Client Portal.
| Contact Method | Purpose |
|---|---|
|
🟦 OneView Client Portal: |
Submit and track tickets, view status, request changes |
|
📞 Phone Support: 913-599-6900 |
For urgent issues during and after business hours |
|
🕓 After-Hours Emergency Line: 913-599-6900 |
For critical emergencies outside normal hours |
|
📘 Need a walkthrough? |
Step-by-step guide to using the portal efficiently |
Important Note
If you send emails to our Direct Email Addresses or call us on our Direct Lines, this will very likely slow our response times down because we’ve built our processes to be quickest & most reliable when you use the methods above.
3. When We’re Available
| Hours | Details |
|---|---|
| Business Support | Monday–Friday, 7:00 AM – 5:00 PM CT |
| After-Hours Support | Emergency only, Must Call; billable unless defined as Critical (see Section 4) |
We always strive to be responsive and available when it matters most.
4. How We Prioritize Requests
We use a four-tier system to prioritize support based on urgency and impact. This ensures we’re always focusing where it matters most—for your business.
| Priority | What It Means | Response Target |
|---|---|---|
| 🔴 Critical | A complete outage or failure impacting all users and halting operations | Within 1 hour |
| 🟠 High | A major issue affecting multiple users with no workaround | 2–4 hours |
| 🟡 Medium | A single user or issue with a workaround available | 1 business day |
| 🟢 Standard | Low-impact changes, general questions, or cosmetic issues | 1–2 business days |
5. What’s Included vs. What Requires Approval
We believe in full transparency. Here's what’s part of your agreement and what might require a quick conversation and approval before we proceed.
✅ Included in Your Plan
- Troubleshooting and break/fix for supported systems
- Password resets, access issues, and user account support
- Coordination with third-party vendors (ISPs, software vendors, hardware vendors, etc.)
- Basic “how-to” guidance and use of supported systems
- Support portal assistance and ticket guidance
- Minor change requests expected not to exceed 2 hours
- Incident response for issues not caused by customer or third-party changes, within reasonable effort
💼 May Require Approval (Billable)
- Break/Fix efforts exceeding 2 hours when the issue is caused by:
- Customer-initiated changes
- Third-party vendor changes
- Network, firewall, ISP, or infrastructure changes outside our control
- Unsupported or non-standard configurations
- Change requests or troubleshooting expected to exceed 2 hours
- Bulk Moves, Adds, or Changes (MACs) expected to exceed 2 hours
- On-site visits
- Migrations, reconfigurations, or project-based work
- Remediation of issues introduced by unapproved changes
- After-hours or emergency support outside normal support windows
📌 We’ll pause and confirm before doing any work that incurs cost. You stay in control.
6. Submitting Support Requests
Here’s how to keep things smooth:
- Use the OneView Client Portal for all requests:
- Submit new hires through the “New User” form—please allow 3 business days
- You can choose to view just your tickets or all company tickets
7. Escalation Path
We’re committed to resolution and accountability. If something isn’t moving quickly enough:
- Start with your Service Coordinator – They manage all ticket activity and are your go-to for updates while our technicians focus on resolving issues efficiently.
- Escalate to the Help Desk Supervisor – They step in when issues are urgent or require immediate oversight to ensure timely resolution.
- Contact to the Site Director – Your advocate for SLA accountability and service quality.
To ensure visibility, tracking, and SLA compliance, all escalations must originate from an active support ticket.
8. Planning Ahead
Below are a few items that can take some additional time. Please note those that apply to you so we can correctly set timeline expectations.
Timelines may vary based on complexity, vendor dependencies, and information provided.
| Task | What to Know |
|---|---|
| New Hire / Employee Separation (scheduled) | Submit at least 3 business days in advance; urgent requests handled on a best-effort basis |
| License Requests | Lead times vary by vendor; expect 2 business days |
| Number Porting (up to 14 Numbers) | Minimum 7 day lead time, but could take up to 10 days |
| Number Porting (15 or More) | Minimum 15 day lead time, but could take up to 20 days |
| New SMS Setup | Expect 30 days to implement |
| Hardware Procurement | Lead times vary by vendor; expect 5-10 business days minimum |
| ISP Circuit Turn-up | Lead times vary by vendor; expect 30-90 days |
| New Site: Networking Deployment | Minimum 30 day lead time, but could take up to 90 days depending on hardware availability |
| New Site: Cabling / Fiber Installation | Expect 7 business days once site readiness, access, and approvals are confirmed |
| International Travel Security Exception | Minimum 2 day lead time |
| Security Policy Changes (Email, Endpoint, Firewall) | Minimum 1-2 business day lead time depending on scope |
| Preferred Maintenance Window | Let us know when we can schedule updates with minimal impact |
We’ll align to your schedule and minimize disruption wherever possible; advance notice allows us to plan effectively and reduce risk.
9. Authorization & Billing Controls
You choose who can request changes and approve costs. This protects your budget and avoids surprises.
🎯 During Onboarding, We’ll Ask You to Define:
| Contact Type | Responsibility |
|---|---|
| Billing Contact | Approves any billable work |
| Backup Approver | Alternate approver |
| MAC-Only Requestors | Can submit changes but not approve charges |
| Portal Admin(s) | Manage user access, ticket visibility, and permissions |
Only approved contacts can authorize changes that generate charges. If someone outside that list submits a request, we’ll check in with you first.
10. Optional: Admin Controls in the Portal
Want even more control? We can enable portal admin features so you can:
- Approve or deny changes
- See all team tickets
- Restrict visibility by role
- Manage billing permissions internally
Let us know if you’d like this feature enabled.
11. Complete Your Onboarding Checklist
To finalize your setup, please complete this quick onboarding form. It helps us align support around your team, your systems, and your preferences.
Click here to complete the Onboarding Checklist Form
What you’ll confirm in the form:
- Billing and after-hours contacts
- Authorization preferences
- Portal admin access
- Maintenance window
- Any special notes for your team