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When to Use an Emergency Ticket

Emergency tickets can be used in the following scenarios:

  1. In case the system is down
  2. In case 50% of calls (or more) are unable to pass on the system
  3. In case SIPprot stops working during the weekend (for other days, please use regular tickets)

Opening an Emergency Ticket

There are a couple of ways to create an Emergency ticket:

  1. By sending an email to “emergency@bicomsystems.com” and typing “URGENT” or “EMERGENCY” in the Subject field
  2. By going to the Bicom Systems Technical Support Portal and submitting a ticket with “URGENT” or “EMERGENCY” in the ticket's Subject field
  3. If instead of emergency a regular ticket is opened by mistake, the same ticket can be converted to EMERGENCY by changing the ticket priority from "ANY" to "URGENT" or changing the ticket type from "ANY" to "EMERGENCY" through Bicom Systems Technical Support Portal
  4. If it is determined through investigation and troubleshooting that the emergency was caused by a man-made error or the issue was raised for a non-emergency issue, you may be subjected to additional charges.