How to request emergency support & escalate issues

Emergency support is for urgent situations requiring immediate intervention:

Critical Issues:

• System failure causing operational shutdown
• Safety hazards discovered post-installation
• Structural damage to installed equipment
• Access-related emergencies on active sites
• Regulatory compliance breaches

Non-Emergency Issues: Use standard support channels for:

• Scheduling questions
• Documentation requests
• Routine technical queries
• Performance optimization
• Training requests

Emergency Contact Methods

Emergency Portal Request For less critical urgent issues:

1. Dashboard → Support → Emergency Request
2. Complete priority form
3. Upload photos/videos if safe to do so
4. Submit for immediate routing

Priority Levels Explained

Level 1 - Critical (Response: Immediate)

• Complete system failure
• Safety incident
• Client operations fully stopped
• Regulatory breach
• Response time: Within 1 hour

Level 2 - High (Response: Within 4 hours)

• Partial system malfunction
• Performance degradation >50%
• Safety concern identified
• Client operations partially impacted

Level 3 - Medium (Response: Next business day)

• Minor technical issues
• Performance optimization needed
• Non-critical equipment concerns
• Scheduled maintenance required

Level 4 - Low (Response: Within 48 hours)

• Documentation requests
• General technical questions
• Routine service scheduling
• Performance reporting

Required Information for Emergency Requests

Essential Details:

• Partner company name and ID
• Project reference number
• Exact site location and address
• Issue description (specific as possible)
• When problem started
• Current impact on operations
• Safety risks present
• On-site contact person and phone
• Client awareness status

Supporting Information (if available):

• Photos or videos of issue
• Error codes or messages
• Recent changes to installation
• Ambient conditions (temperature, humidity, etc.)

Response Times and Procedures

Immediate Response (Within 1 hour):

• Emergency coordinator contacts you
• Initial assessment conducted remotely
• Mobilization decision made
• Expected arrival time provided

On-Site Deployment: Depending on severity and location:

• Local emergency team dispatched
• Estimated arrival: 2-8 hours
• Remote technical support during wait
• Regular status updates provided

Temporary Mitigation: While awaiting on-site arrival:

• Remote troubleshooting guidance
• Temporary safety measures
• Operational workarounds
• Client communication support

Out-of-Hours Procedures

Weekend and Holiday Coverage:

• Reduced team availability
• Regional response crews on standby
• Potential extended arrival times
• Premium rates may apply

Communication Chain:

1. Emergency hotline → Duty manager
2. Duty manager → Regional coordinator
3. Regional coordinator → Emergency team
4. You receive updates at each stage

Partner Responsibilities During Emergency:

• Secure the site
• Implement temporary safety measures
• Brief on-site team upon arrival
• Provide site access
• Keep client informed

Cost Implications

Emergency Service Charges:

• Standard business hours: Standard rates
• After hours/weekends: 1.5x rate
• Public holidays: 2x rate
• False alarms: Callout fee applies

Covered Under Warranty: Issues resulting from:

• Defective installation
• MERIXA team error
• Material failures within warranty period

Not Covered (Billable):

• Client operational errors
• Third-party modifications
• External damage
• Issues outside installation scope