Email Support Request

There are multiple ways to contact the SMR Support Team. Use whichever you prefer:

  1. Send an e-mail to
  2. Call the SMR Help Desk at (617) 870 5900 x1. Please leave a message if no one answers.

Please include as much of the following info in your ticket as possible. This will greatly improve resolution time

  1. A description of the problem which includes the following:
    • Is the problem constant, occur every time you perform a certain action, or seemingly random?
    • Does the issue affect one person, a few people, or everyone in the office?
    • Is it an inconvenience, preventing you from doing a specific task, or preventing you from working entirely?
  2. A screenshot, especially of any error messages:
    • Windows has Snip & Sketch or Snipping Tool built in which are designed for capturing screen images
    • If your computer is frozen or the error is during boot, take a picture with your cell phone and e-mail it to us. Please make sure the photo is sent in high-quality so that we can read any error text
    • If you are unable to capture an image of the error message, send us the text of the message, either by email, or a phone call to read off the error.
  3. The best way to contact you, as well as your availability. Please let us know if the phone number is a cell phone, home phone, or office phone, and please include the extension if needed
  4. If you are submitting the ticket on someone else’s behalf and would like us to contact them directly, please let us know and please provide their contact information

If the issue is urgent or an emergency, please submit your ticket via e-mail (if you can, including as much of the above information as possible) and follow up with a phone call. Some examples of emergency situations are:

  1. Loss of internet connectivity for your entire office (or a large portion thereof)
  2. Loss of phone connectivity for your entire office (or a large portion thereof)
  3. Suspected security compromise such as data breach, hacked e-mail, malware, or entering credentials on a phishing or scam website
  4. Loss of connectivity to a server or other business-critical infrastructure
  5. Termination of an employee where there is a risk of data theft or sabotage
  6. Large-scale data loss

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