Log in to Freshdesk (you're here already!) and click the "submit a ticket" link on the home page.
If you’re experiencing a business-critical hosting issue, we recommend calling the Support Administrator (703-674-5985) in addition to submitting a case though the ARMATURE Support Portal. This ensures your issue will receive immediate attention.
When we receive an ARMATURE Managed Services business-critical case, we respond in accordance with the SLA guidelines within the service contract, included below:
Support SLA Response Requirements
First Response: Within 2-4 hours of receiving case
Tier 2: 2 hours
Tier 3: 4 hours
First Response: Within 6-8 hours of receiving case
Tier 2: 6 hours
Tier 3: 8 hours
First Response: Within 24-48 hours of receiving case
Tier 2: 24 hours
Tier 3: 48 hours
Tier 1: Support Administrator. This is the first line of contact.
Tier 2: CAO
Tier 3: Client Services Director