Decisions Support Hours and Escalation Process

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Decisions Support Hours and Escalation Process

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Hi!

We are reviewing our support process. One of our processes involves contacting Decisions Support if the servers with Decisions hosted workflows are not available.

I want to make sure we have the correct details on your support process. Can you share your support hours and escalation process?

Thanks for your help with this.

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Absolutely! Our [url=mailto:support@decisions.com]support@decisions.com[/url] address is monitored 24x7. Our regular-hours support team monitors this mailbox from 8AM - 10PM ET. Our off-hours team also monitors this same mailbox and is instructed to identify and respond to any critical requests (server is down, important work cannot be completed because of impediment, etc). However, if you send in an urgent off-hours request and do not receive an immediate response, please escalate the request to [url=mailto:critical@decisions.com]critical@decisions.com[/url].

Please reach out if you have any more concerns about this.