Support and Escalation
Contact Support
- Support Portal: https://usdatanetworks.atlassian.net/servicedesk/customer/portal/2
- Email: support@usdatanetworks.com
- Phone (North America): (954) 653-6500
Current Coverage
- Region: North America
- Language: English
- Hours: Business hours (North America time zones)
Priority Levels
P1 - Critical
Use for production outages or severe incidents with major business impact.
P2 - High
Use for major feature degradation or high-impact operational issues.
P3 - Normal
Use for standard support requests, configuration help, and non-urgent issues.
P4 - Low
Use for informational questions or minor requests.
Response Targets (Current)
| Priority | First Response Target |
|---|---|
| P1 | 4 business hours |
| P2 | 8 business hours |
| P3 | 1 business day |
| P4 | 2 business days |
These are response targets, not guaranteed resolution times.
Escalation Path
- Submit a ticket through the support portal with clear impact details.
- Our support team triages and sets priority.
- If needed, the issue is escalated to engineering.
- For unresolved P1/P2 issues, request manager escalation in the same ticket.
What to Include in a Ticket
- Organization name and environment
- Clear problem summary
- Impact (who/what is affected)
- Steps to reproduce
- Timestamps and error messages
- Screenshots or logs (if available)
Notes
- 24/7 global support is not currently available.
- Additional regions and support options will be announced as they become available.