Answers, grouped by topic.

The client portal is a separate application at portal.itox.it. Access is granted by ITOX per client, so if you do not yet have credentials, ask your ITOX contact or raise a support ticket and we will arrange it.

The portal shows the jobs raised against your account, their current status, scheduled dates, and the documentation produced when work completes. Access is read-only and can be revoked at any time.

Portal access can be revoked deliberately, for example when someone leaves your organisation. Raise a support ticket under the Client Portal category with the email address affected and we will confirm the position.

Use the Request a Service form on this site. It captures the site, the requirement, the equipment and any commercial references in one submission, which avoids the back-and-forth that a plain email usually needs.

Every service request is given a reference in the form ITOX-YYYY-000000. It is shown on the confirmation screen and repeated in the confirmation email. Quote it in any correspondence about that request.

Submit the request first, then reply to the confirmation email with your reference and attach the files. Keeping attachments out of the form means a large upload can never cost you the details you just typed in.

Yes. Reply to the confirmation email quoting the reference, or raise a support ticket under Service Requests. Tell us as early as you can, because an engineer may already be scheduled.

There is no single answer, and we would rather say so than publish a number we cannot honour everywhere. Attendance depends on the site, the country, the access process and whether parts have to arrive first. We confirm a realistic window against your specific request before anything is committed.

Ordinarily you or your hardware vendor supply the part and ship it to site, and ITOX performs the work. If you need parts sourced as well, say so in the request so it can be scoped and quoted separately.

Yes. Provide the process and any case references with the request. The engineer will work within it, including returning failed parts where the vendor requires them back.

The engineer records what was actually found. If the work needed differs materially from the request, you are told before further work proceeds rather than after.

Yes, provided you can sponsor access. Supply the facility, the access procedure and any inductions required, and the engineer will work to the site rules.

Data centre work is scoped against your change window rather than a generic clock. Give us the window with the request and we confirm what can realistically be covered inside it.

Smart hands means your team directs the work in real time and ITOX provides the trained hands and eyes on the floor. A normal visit means the requirement is scoped in advance and the engineer executes it independently.

Both are possible. Many clients supply a gold configuration for the engineer to load and verify. If you need design work as well, state that in the request so it is scoped.

ITOX can coordinate and verify a cabling contractor, or work alongside one you have appointed. Cabling installation itself is scoped per project rather than assumed.

A predictive survey models coverage from floor plans before anything is installed. An onsite survey measures what is actually there. Many projects use both: one to design, one to verify the installed result.

Tick 'I need a quote before work is scheduled' on the service request form. Nothing is scheduled until the quote is agreed.

Yes. The service request form has fields for a purchase order and your own internal reference, and both are carried through to invoicing.

Raise a support ticket under Billing quoting the invoice number and the related job reference, and it will be routed to the right person.

Raise a support ticket under Account with the changes. Keeping site and contact details current matters most for out-of-hours work, when the wrong number costs an entire visit.

What we collect, why, and how long we keep it is set out in the privacy policy. Requests relating to your personal data can be raised through the support form or by email.

Raise a support ticket quoting the original job reference and describing what is wrong. Attaching the service report and any photographs helps considerably.

For anything genuinely urgent, call rather than raise a ticket. A phone call reaches a person; a ticket enters a queue.

Open means received and not yet picked up. In Progress means someone is working on it. Waiting for Customer means we need something from you before we can continue. Resolved means we believe it is finished. Closed means the ticket has been completed and archived.