If you ever experience a critical issue (Outage) or service disruption, we're here to help. Your business continuity is important to us, and we take all service issues seriously.
To report a critical issue (Outage), please submit a request via the “Service Disruptions / Priority Request” form at:
This form is the fastest and most direct way to alert our teams and ensure your issue is handled with priority. It is monitored outside of business hours and on weekends, so it’s the best way to reach us during any urgent situation.
Once your request is submitted, you will immediately receive an email confirmation that your issue has been received.
Additional Support
During business hours, you can also reach out directly to:
- Our Support team, via the standard ticketing system
- Your Customer Care Advocate, if you have one assigned
We are committed to resolving critical issues as quickly as possible and keeping you informed along the way.
What is considered as Critical Issue (Outage)?
An outage refers to any unexpected event that significantly impacts your ability to use our platform or services. Examples include:
- Inability to access the Extranet Portal
- Full unavailability of DataSource Cloud content
- Failure to access your SFTP folder
If you're unsure whether your issue qualifies as an outage, we recommend that you first contact our Support team or your Customer Care Advocate during business hours. They will assess the situation and handle it directly, or escalate it if necessary through the appropriate channels.
