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Severity

Targeted response time: 48 hours, Targeted resolution time: best effort

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Why can't I submit Urgent ticket?

Only Enhanced plan customers have access to urgent priority tickets. The Enhanced level of support grants you the ability to reach out for immediate help and assistance in critical circumstances. In urgent cases we will prefer communication over phone and screen share to resolve your issues as quickly as possible. Please reach out to your account manager to ask about getting access to Enhanced support level.

We treat Urgent requests very seriously, as we assume you are experiencing a critical production outage that requires swift reaction and resolution. In order to best assist you, we need to be able to communicate with you as quickly as possible, so we're asking for a direct line to you. We'll only use it for urgent resolution of your support tickets.