Contacting IT Support

Logic Technology Consulting Group (Logic TCG) provides IT support for all EMA staff. You can reach them through live chat, phone, or email. All three channels create a support ticket automatically.

Support Channels

Live Chat

Open the chat application installed on your computer to connect with a Logic TCG technician. Your conversation is logged and a support ticket is created automatically.

Phone

Call 424.226.1688 and select Option 1. Your issue is logged immediately, a ticket is created, and a qualified technician is assigned to resolve your request.

Email

Send an email to [email protected]. A ticket is created, triaged, and assigned to a technician who will follow up with you.

Escalations and Bigger Requests

For requests that may need escalation, or bigger requests, loop in Lily so she can escalate whenever needed.

• Email: CC Lily on your email to Logic TCG.
• Live chat: Add Lily to the chat.

Using Live Chat

Live chat runs through Logic Chat in Microsoft Teams. This is the fastest way to reach a technician for most issues.

1. Open Logic Chat In the Teams sidebar under Chats, click Logic Chat.

2. Describe your issue Type your message in the chat and send it.

3. Create a new request If a pending ticket is displayed, click Create new request to start a new one. A ticket is created automatically with your message.

4. Follow up For any follow-ups, find your ticket in the chat list on the Teams sidebar and continue the conversation there.

5. Loop in Lily if needed If the request may need escalation or is a bigger request, add Lily to the chat.

Speed up your request

When contacting support, provide as much detail as possible: what you were doing, any error messages, and the devices involved. Communicate the real urgency of your request so your ticket can be triaged, prioritized, and assigned to the right technician.