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Service Levels

StandardStandard PlusPremium
Monday-Friday 9-5 ESTMonday-Friday 9-5 ESTMonday-Friday 9-5 EST

  • email support:
  • in-app chat support
  • notification within 2 hours
    during business hours
  • email support:
  • telephone support
  • in-app chat support
  • notification within 1 hour
    during business hours

Creation of 'Critical' Support Issue

Severity Level

Critical - System outage or impact that threatens immediate work stoppage.
Urgent - Production is proceeding in a significantly impaired fashion but not causing an immediate work stoppage.


To launch a Critical or Urgent ticket, please follow the steps below: 

  1. Go to 
  2. Click on 'Submit a Ticket.'

  3. Choose 'OPS-COM' as the department and click 'Next'.

  4. Fill in the details for your ticket. You must choose 'Critical' as the Priority for either Severity level.

  5. Enter the Captcha Phrase and click the Submit button.
  6. You will see a message displayed that the ticket has been received.

  7. Marking the ticket as "Critical" triggers our notification process and the person on call will receive a text message. Your ticket will be assessed and you will get a response within 20 minutes letting you know what is happening with your issue. 

    NOTE: Only tickets marked "Critical" will trigger the notification process.




OperationsCommander is now offering
dedicated web training sessions.