2016-02-01

Service and Support

 

USE ITR’S RAZORSYNC PORTAL FOR ALL SERVICE CALLS

With ITR’s RazorSync Portal, there is no waiting and your service request is instantly placed in the service queue. You will receive a confirmation and service number by email immediately upon placing the online service request. You can check online at any time to see the status of all current and even past service requests, along with the responses.

    • Pull up ITR of Georgia’s website, www.itrps.com, where you will find a button on the main page, “Submit a Service Ticket”.
    • If you have registered your site log in with email and password
    • If you are a new user, click on unregistered customer and fill-in the registration with your first service request. You will receive an email with your password to use for all future service requests.
    • For detailed screen shots of all the functions of RazorSync click here

PROTECT YOUR EQUIPMENT INVESTMENT WITH A PREVENTATIVE MAINTENANCE AGREEMENT

Equipment downtime is not only expensive, it can often be prevented! Like changing the oil in your car, a service contract with ITR keeps your equipment running smoothly and helps to prevent more serious problems. As a valued Service Contract customer, you receive scheduling priority and a customized coverage plan tailored to your needs.  This is how we take special care of our Service Contract Customers:

A Service Contract with ITR of Georgia can save you money and headaches in 4 ways:

  • We provide four (4) scheduled inspections per year to minimize repair interruptions. Inspections include field cleaning, proper lubrication, and any necessary adjustments and replacement of worn parts.
  • You receive priority 24 hour response to each service request during regular working hours.
  • All labor, travel and parts are included on calls taken due to malfunction of equipment.
  • Phone support on software based systems is included at no charge.

Multiple service contract options are available to meet your needs. We will provide you a quote for:

  • Full coverage
  • Preventative maintenance only
  • Customized coverage

Call  (770) 313-1939, and let us provide you the exceptional care our Service Contract Customers have come to expect.

 

How ITR Service Technicians Save Our Customers Money:

  • We perform maintenance on every related piece of equipment we work on during a service call.
    • We check, inspect and do maintenance on all working components of the equipment needing service to be sure the equipment has no other issues and will work properly in the future. This can save a return trip and save you money.
  • We take time to educate your equipment operators while onsite.
    • Our service techs show your staff what the underlying operational issues were which caused the problem. We train your operators how to fix or resolve the issue in the future if possible, to avoid another service call.
  • We demonstrate how to properly maintain your equipment.
    • Preventive maintenance helps to avoid common failures which could result in additional service calls.
  • We respond quickly with trained technicians and fully stocked trucks so access control and revenue equipment is back to operational status faster.
    • Having a comprehensive inventory of equipment and supplies on our trucks means fewer return trips, faster repairs, and less equipment down time.

 

Use ITR’s Online Service Ticket

ITR’s Service Desk receives many calls each day. When multiple phone calls come in at the same time, customers may be asked to leave a voice message for a callback to establish a service request.

By using ITR’s Online Service Ticket option, there is no waiting and your service request is instantly placed in the service queue. You will receive a confirmation and service number by email immediately upon placing the online service request. You can check online at any time to see the status of all current and even past service requests, along with the responses.

How to use ITR’s Online Service Ticket feature:

  1. Customers can register for a service account with ITR by calling us at 770-496-0366 and pressing Option 1 for the Service Department. Mike Newton will assist you in setting up a service account for your company. Then when a service need arises you can submit a ticket request online.

 

  1. For customers with an online account:
    • Pull up ITR of Georgia’s website, www.itrps.com, where you will find a button on the main page, “Submit a Service Ticket”.
    • Click on the button and log in with your account information (email address and password).
    • The online form gives you plenty of room to describe the service issue in detail.
    • That’s it! You will receive email confirmation of the request and a ticket number.

 

We look forward to helping you experience faster and more efficient service request response time by using ITR’s Online Service Ticket feature!

 

Providing timely, reasonably-priced, and expert service is ITR’s top priority.

The ITR Service Center is staffed by highly-experienced parking professionals who go the extra mile each day to deliver the first-rate service our customers have come to expect.  We have a team of factory-trained field personnel who are dedicated to repairing your equipment quickly and affordably. In fact, most service calls are handled the same day the call is placed.

ITR Repair Depot: This in-house support is unique to ITR, and allows service repairs to be done quickly, insuring our customers experience minimal downtime. ITR’s Repair Depot maintains a stock of replacement parts allowing in-field technicians to quickly repair systems on the first incidence.

 

Shane Miles Service Manager: 10 years of experience, he directs in-field service support, training and preventive maintenance. He is an authorized factory-trained technician and responsible for continuing education and continuing certification of the service team. Shane handles in-field account priority services and support.

 

Mike Newton – Service Coordinator ( Help Desk) : 16 years parking industry experience, 12 with ITR, applies his parking industry hands-on knowledge of hardware and software solutions in assisting clients at airport, hospital, municipal and Class A office building parking environments. Mike is the voice behind ITR’s Help Desk, dispatching service techs and giving customer support.

How To Submit an Online Service Request to ITR

To log into our Customer portal go to itrps.com homepage, Click on “Submit a Service Ticket” You will be directed to this screen, with the ITR logo

Registered Customers: Log in with your email and password.

Forgot password?

Click “Forgot password?” You will be redirected to the page with the text field where to type in your email address. After filling in your email address click “Continue” – a new password will be sent automatically to the email you have typed in.

If you are an Unregistered Customer: First time requesting service through RazorSync Portal:

Click “I’m not a registered Customer”. You will be redirected to a form to create a service request. Your account will be created and credentials sent to your indicated email address upon filling in the form.

Home page

After you have logged in, the Home page will appear.  Home page contains:

  • Any current Service Request
  • Any current Work Order
  • Map with Service Address and  current location of ITR Service Tech
  • A Service Request list containing All of your Current Service Requests
  • Click right arrow in the end of the line of any Service Request to see its details.

 

 

 

 

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