Tigunia Customer Support Portal
This portal provides you with self-service access to all of your support issues.
For our standard support, during regular business hours you have the following options to request support. The response time for support varies by the priority of the issue.
- Phone: 414.800.1424 / 866.562.8911
- Email: support@tigunia.com
- Web: Service Request
- Standard Business Hours: 7:00am - 7:00pm Central
For emergency support, or support outside of our normal business hours, you have the following options. The response time for support varies by the priority of the issue.
- Phone: 414.800.1424 / 866.562.8911
- Other contact methods are not monitored for emergency services
- Emergency Support Hours: 7:00pm - 7:00am Central
Urgency, Impact, and Priority
Every support request is assigned an Urgency and Impact. This is used to calculate the Priority. At Tigunia, we use the Priority to set targets for response to your issues to make sure we are attending to the most pressing matters first. In your case list you will see the calculated Priority for all cases.
Urgency
| Urgency Level | Examples |
|---|---|
| No work can be performed | A business critical system or application is completely down |
| Intermittent or isolated impact on work | A non-business critical system or application is down |
| Work can still be performed | Business system or application is slow but useable |
Impact
| Impact Level |
|---|
| Entire company, division, or site |
| 50% of staff, or dispersed groups |
| 3 people or less |
Target Response Time
| Priority Level | Response Time (Business Hours) |
|---|---|
| Critical | 30 minutes |
| Serious | 1 hour |
| Important | 2 hours |
| Normal | 4 hours |
| Low | 8 hours |