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Priority and Response Time
Critical : Production issue affecting all users; system unavailability; data integrity issues – 1 hour.
Urgent : Persistent issue affecting many users; major functionality impacted; significant performance degradation – 2 hours.
High : System performance issue or bug affecting some, but not all users – 4 hours*.
Medium : Inquiries about routine technical issues; information requests on application capabilities, navigation, installation or configuration – 8 hours*.
*During office hours only
At Thunderhead we work hard to keep service interruptions to a minimum and have a record of averaging 99.99% uptime across our core services.
But like anyone, we occasionally encounter service interruptions. Typically, this tends to be a small window of scheduled maintenance, which we try to do during non-working hours. Rest assured that in the rare event of an unplanned outage, we keep your data safe and secure and get things back up and running as soon as possible.
To keep you informed, we post updates to our Status page. Here, you can see whether we have an ongoing incident, or review historic incidents and uptimes. You can also use the Status page to subscribe for incident updates via email.