Calling support for critical issues

When your website is down, you want a person, not a queue. That is what the phone line is for. The fastest route to an engineer on a critical issue is a ticket and a phone call, in that order.

When to call

Call for P1 (Critical) issues:

• The whole site is down or unreachable
• A major function is unavailable, such as publishing, sign-in, forms, or search on a critical service
• You suspect a security incident, such as defaced pages or unexpected redirects

For everything else, email or the portal is faster for you and for us, because the details arrive in writing and go straight to the right engineer. See severity levels and response times if you are unsure how severe an issue is.

Why submit a ticket before you call

1. It captures the details. URLs, screenshots, and error messages are hard to share over the phone.
2. It starts the clock. The ticket carries the P1 response deadline from the moment it is created.
3. It gives everyone one reference. The engineer, your team, and anyone copied can follow the same ticket.

Step by step

1. Submit the ticket by email to support@ewaycorp.com or through the support portal. Say clearly in the first line that the site is down or which major function is unavailable.
2. Note the ticket number from the acknowledgement.
3. Call 877-487-3929 and give your name, organization, the ticket number, and a one-sentence summary.
4. Stay reachable. The engineer may need to ask questions or have you confirm the fix.
5. Follow updates on the ticket by email or in the portal.

What to have ready

• Your ticket number
• The site and URL affected
• When it started, and whether it affects everyone or some people
• Anything that changed recently: a publish, an update, a DNS or certificate change
• The best number to reach you on

Outside phone hours

Email support is monitored 24x7. Outside phone hours, submit the ticket by email or the portal and describe the impact clearly in the first line, for example "Entire site down since 7:40pm, all visitors affected", so it is triaged as critical. The ticket carries the same P1 response target whether it arrives during office hours or not.

After the call

The ticket remains the record of the incident. Updates come by email, and when the issue is resolved you receive a resolution note. For P1 incidents, eWay also provides a formal incident report with a root cause analysis. See resolution notes and root cause analysis.

Related: how to request support and escalating a ticket.