How to contact Mister IT Support

MISTER IT SUPPORT OPTIONS

There are 3 methods for obtaining support from Mister IT, all processed through the ticketing system.

Tickets are created via the Mister Service Desk Web Portal, Email, or Phone:

Option #1 – Service Desk Portal

Service Desk Portal Website

Preferred Method. Submit a ticket by using the Service Desk Portal

Option #2 – Email

MisterIT@mistercarwash.com

Email will automatically create a ticket

Option #3 – Phone call

1-888-422-7343

Urgent issues: equipment failures, store down, or other emergency situations.

RESPONSE & RESOLUTION TIMES

The table below shows the estimated response & resolution times.

Priority How to Report Expected Response Within Target Resolution Time When to Notify Manager How to Respond Response Update Frequency Urgent Phone 15 Minutes 1 Hour Immediately Phone, Email Follow-Up Every hour until resolved High Phone 15 Minutes 1 Day Immediately Phone, Email Follow-Up Every day until resolved Medium Portal, Email, Phone 4 Hours 2 Days 1 day, if not resolved Email Every two days until resolved Low Portal, Email 24 Hours 5 Days 2 days, if not resolved Email Every 5 days until resolved

SERVICE DESK HOURS OF OPERATION (AZ Time)

MisterIT provides support for the stores 7 days a week throughout the year.

The Service Desk Hours of Operation are the following:

Monday thru Friday from 4 am to 6 pm
Saturday 4 am to 5 pm
Sunday 4 am to 4 pm

After-hours (on-call) support for urgent issues:

Monday thru Friday from 6 pm to 10 pm
Saturday 5 pm to 10 pm
Sunday 4 pm to 10 pm

For after-hours support, please leave a voice message and an IT tech will contact you within 30 minutes (usually faster).

ISSUE ESCALATION

If you are not contacted by the “Expected Response Time” shown above, use Mister IT Support Escalation Contacts to escalate as necessary.

SEVERITY DEFINITIONS

Low Issues that are not significantly affecting the site's ability to process cars.

Can't print from one machines
Single peripheral down
Report is not correct

Medium Issues that limit's the site's ability to process cars

Single tablet down
Send Station down but has a work around
Primary internet down but on backup (if processing cars normally)

High

Point of sale extremely slow
kiosk down
multiple tablets not working
Primary internet down, backup is up (not process cars normally)
Manager workstation not working

Urgent

Entire store down
Server down
Send Station is non-functional
Primary and backup internet down
Unable to process credit cards

REVISION HISTORY

Revised Date
Revised By Revisions 10/01/2018 Lauren Babson Document Created 7/5/2019 Lauren Babson

Updates to include when to notify manager and frequency of when to expect status updates and separating High & Critical from one to two levels

1/14/2020 Lauren Babson Update on-call hours wording to match IT Essential Document 1/7/2021 Tam Rininger Update Escalation Contacts 2/19/2021 Lauren Babson

Updating formatting. Removed names in escalation contacts and pointed doc to current escalation contact document in the IT Help Center.

10/14/2024 Andrew Poskey Moved to Fresh 12/4/2024 Andrew Poskey Updated Hours of Operation 3/13/20025 Andrew Poskey Updated title and content formatting 4/2/2025 Andrew Poskey Removed critical, updated to Urgent.