Any time an issue requires escalation to HBR, open a ticket. If there is an emergency during non business hours that requires immediate attention, reference your contract to obtain the phone number for your service lead. Once contact with HBR has been made, we would ask that you open a ticket ASAP so we can properly track and time the issue.
We also use this system to track any changes to your environment. This includes scheduled maintenance, tasks, patching, moves, upgrades, and any scheduled downtime. If one of these events are scheduled to take place soon and you do not see a ticket, please let us know.
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