How to Communicate Critical Requests to Our Team
If you feel like we aren’t responding quickly enough, tell us. Say it loud and often. We want you to be happy. We do our best to gauge urgency and match our responsiveness accordingly, but sometimes we get it wrong. Help us understand the urgency of your request and if the urgency changes, let us know that too. We try to respond to every request as quickly as possible – most issues are resolved within 48 hours.
|Core business function is down and impacting many users. Suspected security breach.||This is the most common type of issue. You need help but it's not an emergency.|
|Call us at (616) 949-4020||Email us at firstname.lastname@example.org|
|We drop everything and continue working until resolved.||We work the issue within our normal business hours.|
Tech Support Operating Hours
Normal business hours are 8am-5pm. After hours are 11pm-6am.
|Urgency||After Hours||Business Hours||What Should You Do?|
|Non-Emergency||We respond during normal business hours||Full team ready to take emails||Email support at email@example.com|
|Emergency||Voicemail – 1 hour callback||Full team ready to take live calls||Call support at (616) 949-4020|
|5pm - 11pm & 6 - 8am||8am - 5pm|