Support
Support Helpdesk
Report an Incident outside of business hours
6 min
summary this document is a guide to submitting a support ticket as an incident to the purple helpdesk outside of business hours if you are a gold support customer, this will trigger our on call service and we will contact you immediately to analyse your case and start troubleshooting in order for the on call service to be triggered, it is important that the support ticket you fill out meets a number of criteria this article describes the handling of such an incident and the criteria that must be met when creating an incident ticket in our purple support helpdesk to trigger the on call service please note you must have purchased a gold support package to activate the out of hours (monday to friday 09 00 18 00) on call service if you would like to book such a package, simply send us a message preconditions have a purple helpdesk account with your company email address are familiar with the support categories docid\ gr 6o8lrtue98t chsfl1 so that you can classify your error learn all you need to know about how to report an error docid\ qoj 6nvayueh8dsrudkug description incident handling when on call is triggered, the support case is handled and charged according to your sla agreement in order to resolve support cases as quickly as possible, we rely on the cooperation of our customers please provide us with as much information about the support case as is necessary to resolve the issue ticket criteria to trigger the on call service the following steps/criteria must be full filled in order to activate the on call service outside business hours during the week (09 a m 6 p m , with the exception of berlin public holidays) the reporting of an incident is done via ticket in the purple support helpdesk https //support purplepublish com/en/support/tickets/new ticket mask requester the email address of the ticket creator must contain @emaildomain from the customer's company support category an incident is classified 'error category 1' report an incident the checkbox must be selected (this checkbox should never be activated during business hours ) important the on call duty is only triggered if the ticket full fills all 3 criteria