Client Support

Support and service guidance

Resources for current Vertex Harbor Technologies clients. For urgent service-impacting issues, please call us directly.

Urgent service-impacting issues

If you are experiencing a critical issue that is actively impacting your business operations, please call our support line directly for immediate assistance.

Call +17624512815

Support hours

Critical (Severity 1): 24/7/365
High (Severity 2): 24/7/365
Medium (Severity 3): Business hours
Low (Severity 4): Business hours

Business hours: Monday–Friday, 8:00 AM – 6:00 PM ET

Severity definitions

Severity 1 — Critical

Complete service outage or major functionality loss affecting all users. Active business impact with no workaround available.

Severity 2 — High

Major functionality impaired for significant number of users. Severe business impact with limited or no workaround.

Severity 3 — Medium

Minor issue or limited functionality loss. Business impact is manageable with available workaround.

Severity 4 — Low

General inquiry, enhancement request, or cosmetic issue. No immediate business impact.

Response targets

Severity	Initial Response	Update Frequency	Resolution Target
Critical (S1)	15 minutes	Every 30 minutes	4 hours
High (S2)	1 hour	Every 2 hours	8 hours
Medium (S3)	4 hours	Daily	3 business days
Low (S4)	1 business day	Weekly	10 business days

Response targets apply to clients with active managed service agreements. Specific targets may vary by contract terms.

Escalation process

Submit Request

Submit via support form below or call for critical issues. Include severity, affected systems, and business impact.

Triage & Assignment

Support team assesses severity, assigns engineer, and provides initial response within target timeframe.

Resolution

Engineer investigates, implements fix or workaround, and validates resolution with client confirmation.

Review & Close

Post-resolution review, root cause documentation, and preventive measures for recurring issues.

Management Escalation

If you believe your issue is not receiving appropriate attention, you may request management escalation at any time. Contact your account manager or call +17624512815 and reference "management escalation."

Submit a support request

For non-urgent issues, please complete the form below. Our team will respond within the target timeframe for your severity level.