System Won Support Request Guidelines

The best way to request IT support, and receive the most prompt and effective response from System Won, is to send an email to our LiveSupport Desk at support@systemwon.com, which conforms to the following guidelines:

• The email Subject should be a brief description of the issue, and the message body should provide the relevant details, including any error messages or screen shots
• If you include the word “Urgent” ANYWHERE in the subject or body of the email, the system will automatically assign it High Priority, and send out an alert to all support engineers. NOTE – the keyword is “Urgent”, so saying “NOT Urgent” will be treated the same as “Urgent”
• You will receive an email confirming your new support ticket. Any and all responses should be made by hitting “Reply” on the email thread, NOT “Reply All”
• If anyone was CC’d on your original email, they will also receive a ticket confirmation email. They can also “Reply” to the notification email, but should NOT “Reply All” to your original email, or it will result in a duplicate ticket being created
• When replying, you can delete the previous message(s) in the thread to make the ticket more readable
• When the issue is resolved, you will receive an email notification that the ticket is Complete
• Although we appreciate your gratitude, please DO NOT RESPOND to the email unless you want to re-open the ticket
• If you have a portal account, you can also submit support requests on our Client Support Portal
• For urgent or immediate support needs, you can also call our LiveSupport Desk directly at 202-802-9884 (Monday-Friday, 9a-6p ET)