Submit a service request using the form below.
Priority Level
Description
Response
Level 3 - Normal
Functionality is reduced but business operations continue. Includes routine changes and repairs.
A Premise One technician, engineer, or scheduler contacts the client to schedule technical support or on-site service, generally within 1-2 business days.
Level 2 - Urgent
One or more important business processes are seriously degraded.
A Premise One technician, engineer, or scheduler contacts the client within 3 hours during business hours. Both the client and Premise One prioritize the request over all normal tasks during business hours. Any conflicting requests and projects are pre-empted and rescheduled. Additional charges may apply.
Level 1 - Emergency
Major system outages. Mission-critical business functions cannot be performed.
A Premise One technician, engineer, or scheduler contacts the client within 3 hours. Both the client and Premise One commit all necessary resources 24x365 until the problem is resolved. All lower priority work is preempted and rescheduled. Additional charges may apply.
