Online Solutions And Innovation, Inc. : Requesting Support

Creating a Support Request

Opening a Support Request is the most effective way to get answers and resolutions to problems you may be experiencing with any product or services purchased through OSAI. Our support technicians are notified immediately when a new Support Request is received.

Although all our technical staff have the knowledge to resolve most issues related to our services; all Support Requests are forwarded to the appropriate technician that has specialized knowledge and experience in the area that you are inquiring about. This allows for a fast and effective resolution to your problem. In fact, we highly recommend opening a Support Request before making a call or sending an email to our support department.

Opening a Support Request is easy.

Go to our Home Page at http://www.osai.com and click on the HELPDESK button located towards the top of the page.
You must sign in using your Logon Account and Password, this is the same combination used to access your email.
If this is a NEW issue click on the "Create a New Support Request" button located on the right left side menu tree.
Fill out the form with as much information as you can regarding the issue you are experiencing. Any error messages are extremely important. So provide as much error information as possible.
Enter your name exactly as it is listed and click Submit. That's all that's to it!

Now that you have an issue in our system, our technicians begin investigating and attempting to reproduce the issue you are experiencing. When any notes on your issue are filed, an email will be sent to you to update you on the status. In some cases, that email show designate that there are tasks that you must complete prior to their resuming work on your issue. It is very important that after you perform those tasks, you go back to the helpdesk and update the issue with your results. In the event that the technician feels it most expedient to speak with you or contact you directly via email, you will be hearing from them. When your issue is resolved, you will get an autogenerated message stating as much. At that time, the issue is archived, and no longer available via the public Helpdesk interface. You can also check the status of your issue by following procedures 1-2 above and clicking on the "Open an Existing Request" button. All Helpdesk mail contains a link to your Support Request so that you do not have to fill in the form every time you want to see the status. You may also respond to technician notes and/or update your Support Request with additional information. On all replies, please make sure that you send the email to the Helpdesk Alias at .

If for some reason you are unable to login to our Helpdesk because of a password error, please see our FAQ's on "I cannot remember my password!"

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