Ways to get help
- Raise a ticket: sign in to your workspace to raise and follow tickets.
- Call us: support line
- Email: [email protected]
- Remote session: when an engineer asks, download the remote-support tool link
Priorities and first response
| Priority | Example | First response |
|---|---|---|
| P1 Critical | Service down for everyone | 30 min |
| P2 High | Major function impaired | 1 h |
| P3 Normal | One user affected, or a workaround exists | 4 business h |
| P4 Request | Change, information, planned work | 1 business day |
Escalation
Text version of this diagram
- Service desk → Specialist engineer
- Specialist engineer → Senior engineer
- Senior engineer → Vendor support
- Specialist engineer → Service manager informed for P1 and P2
What to include in a ticket
What happened, when, who is affected, any error messages, and what you've tried.
Support hours
24×7 for contract customers; business hours otherwise. If a problem isn't moving, ask for the service manager; every P1 and P2 is escalated automatically.