Summary

This document outlines the escalation process that should be used for reporting failures, concerns, incidents, and complaints.

Technical support is available 24x7 and is accessible via multiple channels. 

This process is the default policy unless your account has purchased a priority support agreement.

Objective

By the end of this guide, you will understand how to access Technical Support, the Escalation Process, Expected Result and Timeline

Introduction

Technical support is available 24x7 and is accessible via multiple channels - please see table below

This process is the default policy unless your account has purchased a priority support agreement.

Prerequisites

• Please check the operational status page at https://status.duocircle.com/ prior to opening or escalating an issue.