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.