Critical is defined as a system outage or issue that results in immediate work stoppage.

Creation of 'Critical' Support Issue

Only tickets marked "Critical" will trigger the after hours notification process.

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

  1. Visit http://support.tomahawk.ca/index.php?/Tickets/Submit

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


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


  4. Enter the Captcha Phrase and click the Submit button.

  5. You will see a message displayed that the ticket has been received.


  6. 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. 

OperationsCommander Service Levels

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

 
  • email support: support@ops-com.com
  • in-app chat support
  • notification within 2 hours
    during business hours
  • email support: support@ops-com.com
  • telephone support
    855.410.4141
  • in-app chat support
  • notification within 1 hour
    during business hours

 

 

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