support_agent Emergency Contact
Immediate escalation procedures and 24/7 on-call support
Use this channel for time-sensitive, high-impact events only. For general questions, use standard Technical Support.
If life safety, field operations, or critical business functions are at risk, escalate immediately using the guidance below.
priority_high When to Use Emergency Contact
- Severity 1 incidents: full service outage, safety risk, or mission-critical impairment.
- Data integrity risk or suspected compromise requiring immediate action.
- Incident impacting multiple teams, regions, or critical deadlines.
list_alt Information to Include
- Timestamp, tenant/org, environment, and scope of impact.
- Clear severity classification (S1–S4) and business/safety impact.
- Steps to reproduce, recent changes, relevant logs, and screenshots.
escalator_warning Escalation Path
- On-call Engineer engages immediately for S1 incidents.
- Incident Commander coordinates response and communications.
- Stakeholder updates provided at regular intervals until resolution.
security Security Incidents
- Do not share secrets or personal data in clear text. Redact sensitive information.
- Preserve evidence (timestamps, hashes, artifacts) and avoid altering affected systems.
autorenew Business Continuity
- We assess failover and regional continuity options during critical events.
- Your TAM will advise on interim mitigations and restoration plans.
assignment_turned_in After-Action & RCA
- Post-incident reviews capture root cause and preventive measures.
- RCA and timeline are shared with authorized stakeholders.