Urgent Incidents after regular support hours

For urgent incidents after regular support hours, an agent will provide email support to assist Software as a Services customers.

Process

• A ticket can be assigned priority Urgent in case a problem in the service completely prevents customers from using the system.
• Please make sure to submit a request and select priority Urgent.
• Once your ticket is submitted, call your local Customer Support center, have your access code ready and leave a message for the agent on duty, referencing the ticket you just created.
  • No access code? Contact your Service Delivery Manager.
• A response will be provided through the ticket system within 2 hours.