HOW TO SUBMIT A SUPPORT REQUEST

1. CLASSIFY YOUR REQUEST

LOW

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.

MEDIUM

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.

HIGH

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.

CRITICAL

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 engineer.

Questions about Our Proactive and Reactive Support?

Contact the eGroup | Enabling Technologies team today to discuss how we can further assist your organization.