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Journey Support Engagement

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.

Determining the severity of an issue

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

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

Contacting Journey Support and Escalation Contacts

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: 

  • Taylor Bartlett, Director of Engineering: +1 (602) 762-1305
  • Todd Parenteau, Vice President of Operations: +1 (612) 940-1738
  • Michael Frendo, CTO: +1 (408) 218-0357
  • Alex Shockley, President: +1 (952) 465-5717
  • Brett Shockley, CEO: +1 (612) 501-3054

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: 

  • Your company name 
  • Your name
  • Your contact number and email address
  • The severity of the issue being reported (Major, Minor, or Informational)
  • A description of the issue or request
  • Any troubleshooting steps taken

Journey Hours of Operation & Availability

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: 

  • New Years Day (Jan 1st)
  • Thanksgiving Day (Nov 25th)
  • Christmas Day (Dec 25th)