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The cloud service desk is available 24x7x365 for critical system down issues and general requests between 8 a.m. and 8 p.m. ET Monday through Friday. Cloud critical issues should be called in to 866-326-8866. For application support hours and contact info, refer to your application support partner’s documentation.
The complexity, urgency, and impact of the ticket will determine the case priority. The below time lines are average and some cases will be resolved ahead of our time line. Due to complexity, ticket complexity could cause some tickets to exceed the time objectives below.
The following guide provides an overview of how ticket priority is set. The Cloud team reserves the right to re-prioritize tickets where necessary depending on impact and urgency of the ticket.
As your trusted Cloud partner, we are invested in your success. Should you ever need to discuss your services, or any support related to your Cloud environment, your Service Delivery Manager (SDM) is your advocate to ensure you have a great experience. To find your assigned SDM, log in to the portal or ask a support representative.