GovCloud After Hours and Weekend Support Process
Please follow the steps below to engage our After Hours and Weekend Support Team:
During after-hours, weekends, or holidays, our GovCloud Support team is unavailable. To ensure critical issues are addressed without delay, we ask that any Priority 1 (P1) or Priority 0 (P0) incidents be submitted directly to our Global Support team. They are equipped to escalate urgent outages and service-impacting issues to our engineering teams for immediate attention.
How to Request After Hours Support
1. Send an Email to Our Support Team
If you require assistance over the weekend, please email your issue to: 📧 [email protected]
- Set the subject to [GovCloud After Hours Support] followed by a brief overview of the issue
- Please include as much detail as possible about the description of the issue and impact on your operations. ⚠️Do not include any PII or sensitive data.
2. Ticket Creation & Triage
Once your email is received:
- A ticket will automatically be created and routed to our Weekend Support Team.
- The team will review the issue and determine the appropriate priority level and escalate critical service-impacting issues to our engineering team for immediate attention.
3. Handoff to GovCloud Support Team
After triage, the Weekend Support Team will hand the ticket over to our specialized GovCloud Support Team. The GovCloud team will then log the ticket in our GovCloud-specific support ticketing system and continue working the issue from there.
Updated 6 days ago