Support & incident notifications
How to get help, what response times to expect, and how to make sure the right people in your organization hear about incidents.
Opening a ticket
Open a support ticket from the Support area of the admin console. Describe the issue, pick a priority, and submit — you'll get a ticket reference and email updates as support responds. Replying keeps the conversation on the ticket.
Priorities & response times
Each priority carries a target first-response time (SLA):
| Priority | First response |
|---|---|
| Urgent | 4 hours |
| High | 8 hours |
| Normal | 24 hours |
| Low | 48 hours |
Pick the priority that matches real impact — Urgent is for a production-affecting problem (e.g., your team can't sign in), not a question that can wait a day.
You control your own tickets
- Mark as Resolved — when your issue is fixed, you can close the ticket yourself; no need to wait for support to do it.
- Reopen — if the problem comes back, reopen the same ticket and the history comes with it.
- A reply reopens it — replying on a resolved ticket automatically reopens it and notifies support, so a "actually, it's back" message is never lost.
Idle tickets auto-close
A ticket with no activity gets a warning at about 4 days and auto-closes after 7 days of inactivity. Auto-closed tickets are reopenable — nothing is lost; reply or reopen and it's active again.
Incident notifications: who gets told
Under Support → Incident Notifications, maintain the recipient list for incident emails:
- Add a distribution address (e.g., it-alerts@yourco.com) and/or pick individual members.
- Choose each recipient's scope: All notifications, or Major/P1 only for people who should only hear about serious incidents.
Recipients are emailed when a ticket or incident is opened, and for incidents affecting your residency zone — so a region event reaches your on-call list without anyone watching a dashboard.
What if…
- The console itself is unreachable — check the status page, and remember the extension is offline-first: your team keeps working from local vaults during a backend incident.
- Nobody received an incident email — check the Incident Notifications list; a recipient scoped to Major/P1-only won't receive routine notifications.