Getting Support
Ticket priorities and what counts as an emergency
We prioritize tickets by business impact so the most urgent problems are handled first. Here is how to tell whether your issue is an emergency.
Self-help article2 min readHelp is one ticket away
Priority levels
- Critical: the whole business or a key system is down, or a security incident is suspected
- High: several people cannot work, or one person cannot work at all
- Normal: a problem is affecting work but there is a workaround
- Low: questions, minor issues and scheduled requests
What counts as an emergency
- You clicked a suspicious link or entered your password on a strange site
- Ransomware or strange pop-ups demanding payment
- The internet, server or a business-critical application is down for everyone
- A laptop or phone with company data is lost or stolen
For emergencies, call (626) 412-8113 immediately in addition to submitting a ticket. Do not wait for an email reply.
Planned requests
New users, new equipment and software installs are easiest when requested a few business days ahead. Let us know start dates as early as possible.
Still need help?
If these steps did not solve the problem, our team is ready to help.
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