Support

How to Contact IRTH Solutions Support 

IRTH Solutions offers the most complete support coverage for your needs.  For the past 20 years, the largest utilities and one call centers have trusted their operations in the hands of IRTH Solutions.  From the largest issue to the smallest problem, IRTH Solutions staff is prepared to deliver the solution that works best for you.

Business Hour Support:

IRTH Solutions provides telephone and email support during the normal support hours of 8:00am EST to 5:30pm EST Monday thru Friday.  Support can be reached at (614) 784-8010, option 2 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Create your own trouble tickets and review suggested solutions using our new IRTH Solutions Self-Service Portal

IRTH Solutions has launched our new self-service support portal for improved communications with our customers. Clicking the link below will take you to the Self-Service portal where you can login to create and track your own trouble tickets, resolve issues, and review suggested solutions while working with our Client Services team.

Remote Assistance:

IRTH Solutions may need to utilize PC to PC control to provide support. To request an IRTH Solutions representative click here when requested by our support personnel.

Emergency and After Hours Requests:

Emergency requests must be submitted via the IRTH Solutions support line at (614) 784-8010, option 2.  After pressing option 2, the system will prompt you to press 1 if your issue is an emergency.

After hours requests should also be submitted by calling 614-784-8010, selecting option 2 and leaving a voice mail. 

Problem Severity and Response Time

IRTH Solutions offers a live support staff that is available 24 hours a day.  During business hours, calls will be answered directly by our staff.  After hours calls shall be delivered to our staff and answered based on the severity.  IRTH Solutions never outsources any processes including support.  Find out why the largest companies in North America have trusted their operation to IRTH Solutions.

IRTH Solutions Support Staff will respond to problems according to the following severity levels:

Severity Level 1:

• Major Business Impact – defined as a problem that causes complete loss of service to the Client production environment and work cannot reasonably continue.  Workarounds to provide the same functionality are not possible and cannot be found in time to minimize the impact on the Client’s business.  The problem has one or more of the following characteristics:
  • A large number of users cannot access the system.
  • Critical functionality is not available.  The application cannot continue because a vital feature is inoperable, data cannot be secured, backed up, etc.

Severity Level 2:

• Significant Business Impact – this classification applies when processing can proceed but performance is significantly reduced and/or operation of the system is considered severely limited.  No workaround is available, however operation can continue in a restricted fashion.  The problem has one or more of the following characteristics:
  • Internal software error, causing the system to fail, but restart or recovery is possible.
  • Severely degraded performance.
  • Some important functionality is unavailable, yet the system can continue to operate in a restricted fashion.

• Minor Business Impact – a problem that causes minimal loss of service.  The impact of the problem is minor or an inconvenience, such as a manual bypass to restore product functionality.  The problem has one or more of the following characteristics:
  • A software error for which there is a Client acceptable workaround.
  • Minimal performance degradation.
  • Software error requiring manual editing of configuration or script files around a problem.

• No Business Impact – a problem that causes no loss of service and in no way impedes use of the system. The impact of the problem has one or more of the following characteristics:
  • A software enhancement for which there is a Client acceptable workaround.
  • Documentation error.