When to raise an urgent support ticket
Use urgent priority for service-impacting or security-relevant situations that cannot safely wait.
Where to find it
Open the Central Help Centre from Engineers Hub and create a ticket.
How to use it
- Choose urgent only for major outage, suspected compromise, blocked critical production operation or other genuinely time-sensitive incident.
- Describe the impact and affected users/sites without including secrets.
- Include request IDs/error text and recent change/update context.
- Keep the ticket thread updated with new symptoms or recovery actions.
Important notes
Never include passwords, provisioning tokens, installation secrets, private keys or full payment-card data in support messages.