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How To Submit a Support Request

1. Classify Your Request


Severity Level 4

A low severity support request is used when you are requesting proactive support, maintenance, general Q&A, or have an issue that has no impact to business.


Severity Level 3

A medium severity support request is used when an issue is only impacting a single or small group of users and business is degraded but a viable workaround is available.


Severity Level 2

A high severity support request is used when the issue affects multiple departments or large groups of people and business operations are degraded with a major impact on job performance.


Severity Level 1

A critical severity support request is used when you have an organization-wide impact causing significant business disruption.

2. Engage Support

IMPORTANT: To better serve you and ensure a prompt response, eGroup supports the following methods of engaging our support team.

Our technical operations team will route your issue to the first available engineer.

Select Option 2 for the 24×7 eGroup Technical Support Line to be connected with an eGroup engineer.

Questions about eGroup’s Proactive and Reactive Support?

Contact the eGroup Team today to discuss how we can further assist your organization. 

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