Important: Critical Alerts

Critical alerts are used to notify the engineering team that a partner is experiencing an issue which affects their ability to meet forecast.

Before you submit

Confirm this is impacting more than just a few users
Confirm this isn't CritSit or customer issue, as opposed to a tools or infrastructure issue.
Confirm you've engaged your local IT to verify the health of your infrastructure.
Has there been any recent changes or work completed by your local team or internet service provider?
Has your IT team performed troubleshooting for the problem on the agent's machines and at the infrastructurte level?
Do non-tool websites function normally (e.g. Bing, Azure).

Entire partner site is down.
Many Agents(5 or more) unable to sign into Rave.
Many Agents(5 or more) are unable to go "available" in Rave.
Many Agents(5 or more) are unable to place/receive phone calls in RAVE.
Tickets are not being routed to available agents/partners.
Many agents(5 or more) unable to accept tickets.
Many agents(5 or more) unable to resolve tickets.
Escalate to Engineering: Agents blocked from submitting CFL and Critsit issues to Product Group.

Notes: PROVISIONING and PAM Roles are NOT eligible for ICM escalation.

The link below will pre-populate an ICM template. You will only need to fill in title and desription of your issue.

Please DO NOT change any preset fields such as Service or Team.

If the OnCall engineer cannot contact you, the incident will be closed.