Support Team Availability & Contact Procedures
Posted by Jay Sudowski (Import), Last modified by Lindsay Schweitzer on 25 March 2021 01:35 PM

Contacting Our Helpdesk 

You can reach our Helpdesk via the following methods: 

Hours of Availability 

Our Helpdesk / NOC is staffed 24x7x365. 

Occasionally, we will post news articles to our Helpdesk at that we have limited support hours for a team building event or other staff activity.  In such instances, we continue to monitor the Helpdesk and monitoring systems and can begin immediately triaging any Critical or High issues. We will also continue to be available by phone at +1-303-414-6910 x2 

Obtaining Support for Critical / Emergency Issues 

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. 

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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