We're still here
after the project
closes

For active clients, the service desk is the canonical channel — every ticket is routed, tracked, and tied to your engagement. For urgent production-down issues outside of business hours, the engagement-specific escalation path in your agreement takes priority over the ticket form.

Changes inside the systems we already manage — adding a user, troubleshooting a phone, restoring a camera feed, opening a port, exporting a report — are support. Anything that meaningfully expands the scope (new site, new platform, new integration, hardware refresh) is a project, and we'll spin it up under a change order so the work has its own timeline and budget.

Each engagement agreement spells out priority levels, target response times, and after-hours coverage. If you're unsure what tier a request falls under, open the ticket and the team will triage it on intake — we'd rather you over-report than sit on something.

Email info@mezzoly.com with "Billing" or "Contract" in the subject line and we'll route it to the right person same-day during business hours. Please don't use the service desk for billing — it stretches engineering response times.

Yes — but the service desk is for active clients. For pre-sales questions, fit conversations, or scoping a new engagement, use the contact form. We'll get back to you the same business day in most cases.

Your engagement closeout packet is the canonical record — as-built drawings, account inventories, vendor contacts, and runbooks. If you can't find your copy, open a ticket and we'll re-issue it.