What Is Considered An Emergency Support Request?
When submitting a support ticket you must specify Business Impact.
An emergency ticket, marked as 'Emergency' or 'Sev-1', will be regarded as such only if it focuses on a complete service outage and deals with one of the following events:
- The Synthetix servers are not responding to any API requests.
- 100% of chats are failing and the response indicates a configuration issue on Synthetix's end.
- Multiple key applications unavailable for dozens of employees/entire Division or organisation
- Serious business and financial exposure
- Severe security breach
Please note: please use the 'Emergency' priority with caution - tickets that do not fall under the emergency descriptions noted above will be demoted to normal priority and will be tended to during business hours.