Welcome to the Metric Engineering Help Desk!

Please be aware of the following timelines for ticket processing based on your ticket’s priority, the response times are based on regular business hours 8:00AM to 5:00PM Monday through Friday:

Contact from technician

· Low – within 6 hours

· Normal – within 4 hours

· Hight – within 2 hours

· Critical – within 1 hour

Ticket Resolution

· Low – (2 to 4 business days)

· Normal – (1 to 2 business days)

· High – (4 to 6 hours)

· Critical – (2 to 4 hours)

Please be mindful when selecting your ticker category as our team handles a large volume of tasks and opening a ticket with a higher priority level than required may delay the response to others in the queue unnecessarily.

Tickets that require a response from a user or their manager will be put on hold. If a response is not received within 48hrs, the ticket will be automatically closed by the system.  Closed tickets can only be opened by replying to the original ticket if it was posted within 5 days. However, if required, you can provide the original ticket number as a reference.