Our normal business hours are 9AM – 5PM EST, but we provide our customers with after hours support for emergency issues during non-business hours which include weekdays outside of these hours, weekends, and holidays where our office is closed. This article provides information on our after hours support process and what to do if you need immediate assistance.
How to get support outside business hours
Please note that after hours support is limited to severity level 1 issues only. For more information on severity level classifications, please see Technical Support – Severity Levels. Non-severity level 1 issues will be addressed during normal business hours.
If you encounter a severity level 1 issue outside of normal business hours, please:
- Submit a support task in Extranet
- Call our after hours on-call resource at (800) 266-3579 and choose option 1
If the after hours on-call resource is currently not available, please leave a voicemail with your name, company name, Extranet task number, and a phone number to reach you. We will return your call as soon as possible.