Option 1 - Call the helpdesk

1. Call (204) 272-1451, and either someone will answer the phone immediately and assist you with your call, or you will be prompted to leave a voice message. Please have available the Constant C Service Tag if you have one.

2. The message will be paged out to an available technician for 15 minutes. If the technician fails to respond to the call within this time frame, the system will automatically page out the next available tech.

3. You should receive a call back from an available tech typically with 5 to 35  minutes. The paging cycle continues until the call is answered.

Option 2 - Send an e-mail to helpdesk@constantc.com

1. Include the Constant C Service Tag number of the equipment if you have one, or the equipment description, customer name and site location of the equipment.

2. Include your name, number and e-mail address and if follow up should be communicated to another person other than yourself, include their contact information as well.

3. Include a description of the problem in as much detail as possible..

System Down, Emergency, Urgent and After-Hour Helpdesk Requests Procedures (5:00 pm to 8:00 am)

Option 1 - Call the helpdesk

1. Call (204) 272-1451, and either someone will answer the phone immediately and assist you with your call, or you will be prompted to leave a voice message.

2. The message will be paged out to an available technician for 15 minutes. If the technician fails to respond to the call within this time frame, the system will automatically page out the next available tech.

3. You should receive a call back from an available tech typically with 5 to 35  minutes. The paging cycle continues until the call is answered.

Levels of Security and Actions

Priority 1 (Company wide outage - Severe Business Disruption)

Emergency situation that impacts the entire business, total disruption of business.

a) Support:
- 24 Hour Support via the Customer Support Centre (CSC) Telephone Support Line; 204.272.1451
- Maximum 2 hour response to resolution or next call back. 

b) Resolution Action:
- Continuous effort until problem is bypassed or resolved;
- Target resolution - no greater than 8 hours.

Priority 2 (Server or Site Wide Outage - Emergency Service)

Emergency Situation that impacts a major function of the Customer, or total site outage. (I.E. a particular server is down.)

a) Support:
- 24 hour Support via the Customer Support Centre (CSC) Telephone Support Line; 204.272.1451
- Maximum 2 hour response to resolution or next call back. 

b) Resolution Action:
- Continuous effort until problem is bypassed or resolved;
- Target resolution - no greater than 8 hours.

Priority 3 (Higher Than Normal Priority - Same Day Service Request)

Moderate situation that impacts a portion of business function that is related to 1 or several users. (A higher than normal priority service request that should have attention very soon.)

a) Support:
- Business hours support via the CSC Telephone Support Line; 204.272.1451, email to (helpdesk@constantc.com), or a call entered via the web interface at constantc.com;
- Call back within 4 hours

b) Resolution Action:
- 1 business day until resolution or next call back;
- Target resolution - 1 business day.

Priority 4 (Normal Priority - Same Day Service Request)

Normal situation that impacts only 1 or 2 users. (Normal day to day service requests)

a) Support:
- Business hours support via the CSC Telephone Support Line; 204.272.1451, email to (helpdesk@constantc.com), or a call entered via the web interface at constantc.com;
- Call back within 8 hours.

b) Resolution Action:
- 1 business day until resolution or next call back;
- Target resolution - 2 business days.

Priority 5 (Next Day Service Request)

Negligible situation that has very little or no impact to the customer. (This call is not urgent and can be dealt with either same or next day)

a) Support:
- Business hours support via the CSC Telephone Support Line; 204.272.1451, email to (helpdesk@constantc.com), or a call entered via the web interface at constantc.com;
- Call back within 8 hours