Everything you need to know about getting support, using your new tools, and staying secure — all in one place.
3
Support Channels
4
Priority Levels
24/7
On-Call Coverage
Scroll to explore
01 — How to Reach Us
Three Ways to Get Support
We recommend Teams Chat for fastest response during business hours. All channels create trackable tickets.
💬
Teams Chat
Open the PGH Networks portal directly inside Microsoft Teams. Get a live technician in real time — no hold music, no waiting.
Fastest ResponseRecommendedReal-Time
📞
Phone Call
Call 724-888-7007 to speak with a technician. Calls are answered in order with callback options available.
EmergenciesOn the GoUrgent Issues
✉️
Email Ticket
Send to help@pghnetworks.com for non-urgent issues. A ticket is created automatically and you'll receive a confirmation with your ticket number.
Sensitive TopicsDocumentationNon-Urgent
Office Hours: Monday – Friday, 8:00 AM – 5:00 PM | After-hours coverage available for urgent issues
02 — Escalation Process
How Your Request Gets Resolved
Every request — regardless of channel — follows a consistent process to make sure nothing falls through the cracks.
You Contact Us Via
💬
Teams Chat
→
📞
Phone Call
→
✉️
Email
↓
Triage & Assignment
🎯
Tier 1 — Live Answer Support Ticket created & severity assessed
↓
Resolved?
YES ↓
✓
Ticket Closed Survey sent for feedback
NO ↓
⬆️
Escalation Team Advanced troubleshooting
↓
📅
Timezest Scheduling Book a time that works for you
03 — Ticket Priorities
How We Prioritize Your Issues
Every ticket is triaged and assigned a priority level so the right resources respond at the right speed.
Critical
1
Business Down
Complete outage, major system failure, or security breach affecting the entire organization.
High
2
Significant Impact
A key system or service is degraded and multiple users or workflows are affected.
Medium
3
Single User Affected
One user is impacted but a workaround exists. Work can continue with minimal disruption.
Low
4
General Request
Questions, how-to requests, minor issues, or scheduled tasks with no urgency.
04 — After-Hours Support
We're Here When You Need Us
Outside of business hours, we have two support paths depending on how urgently you need help.
🌙 Same-Night Assistance
Need help tonight?
1
Call our main support line — a live answering service picks up 24/7.
2
Leave your name, company, and a brief description of the issue.
3
The on-call technician receives your message and will call you back promptly.
📞 724-888-7007
☀️ Next Business Day
Can it wait until morning?
1
Send an email to our support address — it's monitored and creates a ticket automatically.
2
You'll receive a confirmation with your ticket number right away.
3
A technician will contact you first thing the following business day.
✉️ help@pghnetworks.com
We Track Our Performance So You Don't Have To
After every resolved ticket, we send a brief satisfaction survey. Your service manager reviews every response — especially low scores — to make sure we're continuously improving.