IT Support and Customer Service

When reporting an incident, please provide:

• Short title, describe the problem in one sentence (e.g., “Printer on 3rd floor not working”)
• Detailed description, what happened, when, and under what circumstances
• Error messages, if any, attach a screenshot
• Impact on work, whether the incident stops work completely or partially, and whether it affects more employees

Yes. The self-service portal and email (support@centric.lt) accept requests around the clock, 7 days a week. We process them the next business day, based on priority. For critical cases, we recommend clearly indicating urgency in the email subject line.

These are two different types of tickets, it’s important to choose the right one, as it determines priority and resolution process. Incident SLA terms are shorter.

Resolution and response time depend on the incident’s priority:

• Critical, work is completely stopped, we respond within 30 min.
• High, significantly disrupts operations, we respond within 1 hour
• Medium, partial disruption, we respond within 4 hours
• Low, minor issue or question, up to 1-2 business days
• Progress tracking is available directly in the portal.

Every registered request receives a unique number. By logging into the self-service portal, you can see:

• Current status (new / in progress / resolved)
• Comment history
• The option to add additional information or cancel the request
• Notifications about changes are sent automatically by email.

Once a request is closed, you’ll receive an automatic email with a link to a short survey.