Knowledgebase: Obtaining Support
Obtaining Support for Critical / Emergency Incidents
Posted by Jay Sudowski (Import), Last modified by Lindsay Schweitzer on 25 March 2021 01:35 PM

You can reach our Helpdesk via the following methods: 


Obtaining Support for Critical / Emergency 
Incidents 

While our Helpdesk is staffed 24x7, senior level engineers and management staff are only scheduled to work during normal business hours.  If your issue is high or critical, based on the urgency vs. impact framework below, we request you take the following actions: 

  • Specifically indicate that you are facing a HIGH or CRITICAL issue and that is having EXTENSIVE or SIGNIFICANT impacts to your organization. 
  • Please do text or call your assigned account manager, primary technical resource, or any other senior Handy Networks staff.  DO NOT use these informal communications as THE ONLY method of contact, doing so could delay our response to your issue. 

Impact Urgency Matrix 

Determining an appropriate severity for a support incident can be a tricky thing.  Below, please find a matrix that compares the urgency of the incident being reported with the impact.  
 

 

As a customer, you are free to select the most appropriate severity for your issue As the issue evolves, our team may update or modify the severity of the issue to reflect an updated understanding of the issue.  Ultimately, this matrix is simply a tool that we can use, collaboratively, so that there is a common language and understanding about the differences in severity of issues. 

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