Emergency Support During and Outside Support Hours

Critical Issue Response Procedure

In the event of a critical issue, such as a service disruption (e.g., outage), performance degradation, slow speeds leading to an outage, or login access issues, please follow the steps below and contact Support immediately using the provided phone numbers.

• Severity 0-1 Issues: These require immediate attention and should be reported via a ticket followed by a phone call.
• Non-Critical Issues (Severity 2-4): If your issue does not fall under Severity 0-1, it will be acknowledged during the next business day.

Please prioritize contacting Support promptly for urgent issues to minimize any potential impact.

How to Submit a Critical Issue Ticket

1. Click on "Submit a Ticket" and select the appropriate form:
   • Ticket Form: Technical 
2. Set Priority: 1 - Urgent
3. Select Severity:
   • 0 - Fatal Service Disruption Only for a complete system failure
   • Example:  If the slow performance is causing a complete work stoppage (e.g., users cannot log in, key processes are entirely unusable, or business operations are halted).
   • 1 - Critical No Workaround for other types of critical issues such as a major issue with no alternative solution available.  

     Note: Severity 0 was originally introduced to handle outages separately from product-related Severity 1 issues. This allows us to configure a process that distinguishes between critical system downtime and severe product issues.

4. Brief Description of the Problem:
   • Clearly explain the issue, including:
     • What has stopped working
     • When the problem started
     • Any symptoms or error messages encountered
     • Whether the issue affects all users or a specific subset

Once the ticket is submitted, a support agent will immediately start the triage process, gathering essential information about your environment, the steps leading up to the issue, and any relevant error messages. This helps us take swift action to resolve the problem.

Our primary focus is to restore your services as quickly as possible, especially in the event of an outage. During this process, we may perform a System Health Check with our Technical Team to better assess the situation. You may also receive follow-up questions from us to gather additional information.

Contact Support for Immediate Assistance

Xytech & ScheduALL Product Support:

• USA: +1 818 698 4900 (Option 2) 
• UK: +44 20 3478 1480 (Calls will be forwarded to the USA Support Number)

IMPORTANT

For immediate assistance, please call support during support hours. Outside of support hours, calling support is mandatory to ensure your issue is handled promptly.

The support number connects you to all available support agents during support hours and directly to the on-call agents outside of support hours.

Thank you for your patience as we work through this together!