Faults classified as a critical incident include:
- > 50% of users are unable to log in to iSell or website or are receiving ‘service unavailable’ messages on all pages of iSell or website
- Traveltek API is not responding or returning error messages for all requests made
- Bookings cannot be processed due to essential functionality being missing or unusable by the majority of users
- There is a significant data or pricing inaccuracy causing financial loss and no workaround is available
If emergency support for a priority 1, critical incident is required outside of core business hours, please follow the below steps:
- Raise a support request via the Traveltek Service Desk (Jira) (note that our engineer on call will provide a response within 1 hour of the support request being logged)
- Contact can also be made by telephone on + 44 (0) 141 739 8559 or by emailing 999@traveltek.net
- Please note that if contact is made by telephone or email, a support request should still be raised on Traveltek Service Desk (Jira) where possible.