Knowledgebase:
Obtaining Support for Critical / Emergency Issues
Posted by Jay Sudowski (Import), Last modified by on 02 March 2009 06:47 PM

Handy Networks recognizes that your Internet facing applications and servers may play a critical role for the operations your company. Our helpdesk is manned 24x7 and we encourage you to make use of it for submitting issues to our technical team. Additionally, we also offer the follow options for immediately contacting a senior level of our team who will be able to expertly assist you with your critical or emergency issue.

  1. Let our team know that your issue is an emergency. When you submit a ticket or respond to a ticket, tell the team member who is handling your issue that your issue is critical, or your issue is an emergency and that you need them to immediately escalate the issue by paging our on-call technician.

    Our team members will respond by contacting the on-call team member, 24x7.

  2. Call us at 303-414-6910 x 4. This is our emergency support phone queue. During normal business hours, your call will be routed with priority to our onsite staff. After normal business hours, your call will be routed to our on-call senior staff member. Your call should be answered by a live person, 24x7. In the rare exception that someone is not immediately available, the phone system will keep trying to reach someone for two minutes. If no one is available, please leave a detailed message and your issue will be escalated to all of our senior staff members. Please understand that during after business hours, the person you may reach not be immediately in front of a computer terminal. However, they will immediately drop everything that they have been doing (sleeping, eating, relaxing, etc) and make your issue their 100% priority.

  3. Email us at pagesupport (at) handynetworks.com. Send a short message referencing your existing ticket number. This email address will page our on-call staff member. When using this method, please keep in mind that your message should be short, but informative as the length of the message delivered to the on-call staff member will be limited to 160 characters.
 

We hope that you never have to contact us through any of the above means. But, should the event arise, rest assured that will be be ready to respond to your issue quickly and expertly. Please note that you may face additional charges as noted on our staff availability page @ http://helpdesk.handynetworks.com/availability

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