Contact Journey Support to troubleshoot service-impacting issues. This guide outlines the terms, timelines, and contact methods for Journey Support.
* If a code fix or patch is required timeframes will be adjusted with customer communication regarding updated timelines.
Note: All objective hours assume on-demand access. Without on-demand access, Journey will make best-effort to resolve the issue quickly.
Journey’s normal hours of operation are Monday through Friday, 8am to 5pm Mountain Time (US).
Journey Support recognizes the following holidays. On these days, Journey only addresses Severity 1 issues.
Note: If a holiday falls on a Sunday, the holiday may be observed on the following Monday. If the holiday falls on a Saturday, the holiday may be observed on the preceding Friday.
Journey Support is offered in English only.
For all severities, the following information is required:
If you do not receive a response within an hour, please escalate to:
Note: If you call and get voicemail, please:
This document is subject to change without notice.