Your team may need to engage Journey Support engineers to troubleshoot service impacting issues. This guide will assist your team with the terms and timelines for Journey Support.
Definitions | |
Critical | A problem that makes the continued use of the core Journey security network severely restricted or unavailable system wide or for an enterprise. |
Major | A problem that severely affects or restricts functionality. The problem is of a time sensitive nature and important to long-term productivity but is not causing an immediate work stoppage. Operations can continue in a restricted fashion. |
Minor | An error that has no significant effect on an enterprise’s operations. |
Informational | Answers and information. Low impact to the business or requests for information. |
Journey Service Levels | ||||
Response The time from the creation of a ticket until responded to by Journey |
Service Restoration The time from the creation of a ticket until service restoration, provide information about a work around, or determine a software fix is required. |
Full Restoration | Coverage Journey hours of support coverage |
|
Critical | <1 hour | <4 hours | By commitment date | 24x7x365 |
Major | <2 business hours | <6 business hours | By commitment date | Business Hours |
Minor | <2 business hours | Next business day | By commitment date | Business Hours |
Informational | <1 Business day | Best effort | Best effort | Business Hours |
For Critical issues, please contact Journey Support 24x7x365 at (866) 316-0444.
If you do not receive a response within an hour, please escalate to:
NOTE: If you reach out to an escalation contact after hours, but reach their voice mail, please a) call a second time as this will break through Do Not Disturb settings, and/or b) leave a message.
For Major, Minor, and Informational requests, email support@journeyid.com
Please do not send Critical requests via email.
Please include the following information in your request:
Journey’s normal hours of operation are Monday through Friday, 8am to 5pm Mountain Time.
Journey Support recognizes (and is not available on) the following holidays: