Incident is the most serious problem a client can face and therefore has highest priority on any other. Example of Incident issues include impossibility of accessing platform, unresponsive system, or campaign delivery issues. Often, incident issues are related to the cloud malfunctioning.
All incident requests submitted via phone, direct email, or live chat are then automatically associated to a ticket into Service Desk by an operator who will then assign it to designated right team member.
Incident Workflow
