Note: The following are guidelines. They do not capture every situation that might be critical to you. We always try to accommodate requests denoted as urgent. Our support agents can raise an issue as urgent if need be as well.
Generally speaking, the following circumstances would justify marking a support ticket as "urgent."
- Catchpoint portal inaccessible or key functions are inoperable.
- Catchpoint Test Data Webhook, REST API, and Alert Webhook are non-functional.
- Persistent/current node issue.
- Node not taking measurements for at least 2 hours.
- Persistent errors for at least 2 hours or 12 tests for a single node.
- Enterprise or Private nodes are offline and/or not taking measurements.
- Not receiving test alerts for a single or multiple tests where it is clear an alert should be triggered.
- Unable to set up scheduled tests due to portal issue, and not a configuration issue.
- Unable to chart tests.
- No data.
- Consistent portal errors.
- Portal hanging.
- Existing test not running, no data is collected and is impacting production support.
- Client administrator login issue, and the "forgot password" link does not resolve the issue.
- Immediate need to increase client limits (after cleaning up any unnecessary tests).
- Cannot run instant tests from multiple node locations.