P1 · Critical
Core operational communication is unavailable or the incident has material operational impact.
CONTROLLED SUPPORT
When something needs clarification, the path should be short.
Support starts with the specific operational area — access, device, Dispatch, deployment or security — so the conversation is precise from the first contact.
01
Access & loginCustomer access, onboarding and controlled resources.
•02
Devices & PTTPoC/Android, PTT buttons, audio and client behaviour.
•03
DispatchOperator surface, teams, status and events.
•04
DeploymentCloud, Dedicated, On-Prem and network boundaries.
•05
SecurityAccess, roles, logging and documentation requirements.
•Controlled access
Support
Support starts with the specific operational area — access, device, Dispatch, deployment or security — so the conversation is precise from the first contact.
Ask about accessControlled access
The customer portal is connected to TEA2. Support, files and controlled downloads require login and the correct customer relationship.
Customer loginSUPPORT CONTRACT
Priority before response-time promises.
Support should start with operational impact. Concrete response targets, support hours and SLA values are defined in the customer agreement — not as generic website promises.
P2 · Degraded
Part of the functionality, specific teams, devices or workflows are affected while operations can continue.
P3 · Service / change
Onboarding, questions, planned changes, configuration or non-critical matters.
Response targetTargets and support window are agreed per customer and deployment.
EscalationOperational incidents, security questions and commercial changes remain separate escalation paths.
MaintenancePlanned maintenance is communicated according to the agreed service window.
Incident contextRelevant environment, device, Dispatch, time and impact should accompany the case.