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Knowledge Base / Support & Service Requests / What Counts as Urgent Support

Support & Service Requests

What Counts as Urgent Support

Use this guide to decide when an issue should be escalated quickly because it is blocking work, affecting many users, or creating security risk.

Urgent means business impact

The most urgent requests usually block operations, affect multiple users, or involve security or data risk.

Examples of urgent issues

Multiple users cannot work
Email, internet, VPN, or line-of-business systems are down
A critical account may be compromised
Ransomware, phishing exposure, or suspicious login events are involved
Core services at a site or department are unavailable

Usually not urgent

Routine access changes
Planned onboarding or offboarding
Project requests or quotes
Non-blocking cosmetic issues

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