White Glove IT Support
Frequently Asked Questions
Here is a selection of the most frequently asked questions our IT helpdesk gets asked
How do I submit an IT support ticket?
At Levifi, we provide multiple ways to request support. Most find email to be the most efficient, just send an email to support@levifi.com with a detailed description of your issues. You can also use the Levifi “Bee” icon on your computer to submit a ticket and take a screenshot. Lastly, you can always call us at 803.756.4555 to speak to a live representative who will get your ticket created for you.
How do I check the status of an open service ticket?
Once your ticket is created, you will receive an email with the ticket number and all updates added until your issue is resolved. You can simply reply to this email to ask for an update, or call us at 803.756.4555
What is covered under my managed IT agreement?
All Managed IT customers receive, at minimum, the following services: unlimited remote support during normal business hours, on-site support as required, proactive endpoint and network monitoring and maintenance, hardware firewall device, advanced endpoint protection, Microsoft 365 email security, and Microsoft 365 backup.
Additional technology services, such as server hosting, advanced cybersecurity tools like dark web monitoring, phishing email simulation, security awareness training, and regulatory compliance management, are available to be added to your agreement and managed by Levifi.
Levifi will also make recommendations to improve your technology environment, such as network and computer upgrades, line-of-business platforms, internet service, VoIP phone systems, and cloud-based security camera and access control systems.
How do I request changes to my network or user accounts?
Just submit a support ticket, and a Levifi team member will be in touch to discuss your request.
Do you provide cybersecurity monitoring and antivirus protection?
Yes, robust endpoint (antivirus) protection and base level cybersecurity tools are included, and more advanced tools and features are available to be added.
How do I report a suspected phishing email or security breach?
You can use the Levifi-provided Outlook plugin to submit a suspected phishing email directly to us for review. If you suspect you or another employee at your company has been breached, please always call us at 803.756.4555 to report the issue.
How do I add or remove an employee?
Just submit a support ticket, and a Levifi team member will be in touch to discuss your request.
How can I request a new computer or other hardware?
Just submit a support ticket, and a Levifi team member will be in touch to discuss your request.
Who can I speak to about my managed IT services agreement?
Levifi Managed IT has a dedicated Partner Success team who is ready to assist with any questions you may have or changes you may need. You can submit a normal ticket, or email PartnerSuccess@levifi.com and a team member will be in touch.
Is my data protected and backed up?
Microsoft 365 (Exchange, Teams, OneDrive, SharePoint) Backup is included for all Levifi Managed IT partners. If your company utilizes Levifi-hosted servers, redundant backup with 30-day retention is included in that service. On-site server and PC backups are available as an additional service if needed.
