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You can also submit a request or send us an email at email@example.com.
Kris Hopkins March 7, 2011 • Announcements
We've got staff scheduled 24x7 and there are three easy ways to connect to Surgent support at any time.
1. WEB (preferred)
Submit a ticket directly through the Surgent TAC by clicking here, or the Submit a Request link located in the navigation bar above. Fill out all fields completely and press Submit.
If logging a ticket directly on the TAC is not possible, simply send an e-mail to firstname.lastname@example.org. When you submit an E-mail ticket we kindly request that you include the following information (* is required):
Subject Line: *Company Name/Brief Issue Subject
3. PHONE (Critical or Urgent Only - see below)
Call 1-855-755-3278 and say "Support" or "Technical Support." Leave a detailed message including:
Severity 1 ("Critical") shall mean an Incident in which the defect in the Application(s) critically impacts the Customer's ability to do business in a production environment. A majority of users of the system are unable to perform their tasks as necessary.
Severity 2 ("Urgent") shall mean an Incident in which a major function of the Application(s) is unusable and significantly impacts the Customer's ability to do business in a production environment. A majority of users of the system can continue to perform their tasks as necessary.
Severity 3 ("Normal") shall mean an Incident related to the Surgent Software and/or the Services that does not seriously affect the Customer’s business.
Severity 4 ("Informational") shall mean all other Incidents not covered above, as well as a Customer’s enhancement requests.
In all cases a support ticket will be created and assigned in the Surgent TAC portal for tracking and audit purposes. In the case of Severity 1 and 2 issues, and depending on your SLA, a tech will respond to you or resolve the issue within two hours. As the ticket is worked by our technical support staff, you will receive periodic updates via e-mail.