P1 · Critical
Active compromise or disruption to a critical service, with material impact and no workable alternative. Immediate escalation through the agreed emergency path.
Clear ownership, steady response
When something changes, know what happens next.
Support routes, response targets and service coverage are set out in each client’s agreement. For an active urgent incident, use your agreed escalation channel first.
If an incident is active
Protect people. Preserve evidence. Escalate.
- Use your established client incident channel or agreed out-of-hours route.
- Share the affected service, first observed time, business impact and a callback contact.
- Avoid deleting logs, rebuilding affected systems or making broad changes before evidence is preserved, unless needed to protect safety or contain immediate harm.
- Keep a short record of decisions, timestamps and actions already taken.
The phone number is a general contact route; client-specific emergency coverage and response commitments are defined in the applicable service agreement.
Urgent contact
+15392939941
Call for urgent support guidance. If the situation involves immediate danger to people, contact local emergency services.
Call +15392939941Shared language for impact
Priority classification
Priority is confirmed against the contract and operational impact, not just the severity label of a tool.
P2 · High
Significant degradation, credible high-risk activity or a time-sensitive exposure affecting important operations. Prompt triage and owner coordination.
P3 · Standard
Contained issue or service request with a defined workaround and limited immediate operational impact. Managed within agreed service hours.
P4 · Planned
Advice, change, maintenance or improvement request that can be scheduled with the service owner.
No uncertain handoffs
A visible escalation path.
01
Raise
Use your agreed portal, service channel or emergency route.
02
Acknowledge
We confirm ownership and capture impact in the service record.
03
Triage
Analysts validate the signal, scope and immediate containment needs.
04
Escalate
The named lead coordinates technical and client decision-makers.
05
Resolve & learn
We share status, actions and follow-up reporting.
Coverage by agreement
Support hours and service status
Coverage windows, out-of-hours availability, acknowledgement objectives and escalation contacts vary by contracted service. Your service schedule is the source of truth for your environment.
● Public service status: no shared live status feed is published on this site.
For an issue affecting your environment, contact your named service owner or use the agreed support channel. Never include passwords, recovery codes or unnecessary sensitive data in an initial report.
Non-urgent request
Give us the context to help.
For general support requests, use the Contact page and include the affected service, impact, when it began and a safe callback route.
Open support request enquiry →Useful client guidance
- Use the agreed support route for your service.
- Include timestamps with time zone and affected service name.
- Describe observed behaviour; avoid sending secrets.
- Keep one incident thread for updates and decisions.