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This Week In Support: Urgent issue? Check the Status Page, contact Support.

  • 1.  This Week In Support: Urgent issue? Check the Status Page, contact Support.

    Posted 11 days ago

    ProntoForms has an industry standard process available for any customer who encounters an Urgent issue during or outside of, normal business hours.


    Log a Support Ticket and set the severity appropriately. Using any other method may not garner a response/resolution in a timely manner.

    We have Technical Support Analysts either on shift or on call, 24 x 7 x 365 for Severity 1 issues who can quickly diagnose your issue and if needed, engage the right resources.


    I could list the steps to walk you through the process however you likely won't encounter a Severity 1 and if/when you do you likely wouldn't remember details in the heat of the moment.


    Recognizing that, to keep it as simple as possible, if/when you encounter an urgent issue with ProntoForms:


    1. Check our Status Page. We may already know about it. If it's on the status page, it means we're working on it.
                   *Tip: Subscribe to Status Updates on the status page.


    2. If the status page is not indicating any issues, contact Technical Support.


    Summary (steps to remember):

          1. Check the status page
          2. Contact Support


    Our Technical Support Handbook has all the details involving our Support offering, including contact methods.

    Stu Rathbone
    Director - Support & Enablement

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