Cywest Communications, Inc. Support Ticket System

This is the INFORMATION PAGE for the Cywest Support Ticketing System: Ticketsys.

You will need a username and password to access this system. If you do not know your login account and password, please get in touch with your Cywest representative.

AFTER-HOURS AND A LA CARTE SUPPORT SERVICES RATES:

Ticketsys is NOT a free system. Some of the requests may not be covered under your individual service or support contract. If you see a Help Topic with the [$] label, it means that a standard service contract or basic support contract does NOT cover the support category you have chosen.

Current Rates:

Regular Business Hours (Monday–Friday, 9:00 AM – 5:00 PM MT):

$546 one-time fee per incident (if resolved during business hours)

$136.50/hour for any time exceeding the first hour

Weekday After-Hours (Monday–Thursday, 5:00 PM – 9:00 AM MT):

$819 per incident

$273/hour for time beyond the first hour

Weekend/Holidays After-Hours Tier (Friday 5:00 PM – Monday 9:00 AM MT / All Day on Holidays):

$1,092 per incident

$409.50/hour for time beyond the first hour

Please Note: All scheduling for installation, maintenance, and/or configuration changes must be done with 48 hours prior written notice via Cywest’s ticketing system. Cywest personnel will choose the closest open slots within Cywest’s service schedule to book appointments.
If bookings are required earlier than 48 hours, please escalate your ticket. Cywest personnel will evaluate requests on a first-come, first-serve basis and apply a one-time expedited service fee of 20% of the initial per-incident service fee.

HOW TO USE TICKETSYS:

Click the LOGIN NOW button at the bottom of this page and enter your username and password.

Choose the option to generate a NEW TICKET or CHECK TICKET STATUS on an active ticket.

When you generate a NEW TICKET, you will be asked to fill out a form and select a Help Topic.

Once your ticket is generated, you will receive a TICKET ID NUMBER by email.

Your ticket will be assigned to a Cywest representative, who will then determine if the issue is covered by your service or support contract with Cywest.

Please Note: All requests NOT covered by your service/support agreement will be responded to by ticket update that AFTER-HOURS AND/OR A LA CARTE SUPPORT SERVICE fees will be incurred based on the rates listed above.

If you are ready to begin, go to the main login page HERE.

If you need to sign up for an account on our system, you can fill out the form HERE
Please allow up to 24 hours for new accounts during business hours.