Emergency Support Process

If a problem happened outside of normal business hours (Monday to Friday: 8 am to 6 pm) and this is a mission critical problem, please contact your next level manager or director to escalate the issue.

Please make sure that you have followed the troubleshooting steps in this document before calling! Troubleshooting tips

Definition of a critical issue:

· An outage or service interruption that affects multiple users with a Mission Critical System or business operation is hampered for one or all offices.

· Significant impact that threatens regulatory compliance, revenue, safety, or security.

When you call the number you will hear system generated announcement that says "Please hold while we are connecting you to the on call agent. This may take a few minutes."