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Business Hours: Monday through Friday 5:00 am PST – 5:00 pm PST
After business hours technical support is for Severity 1 and 2 issues and only by phone.* Customer is responsible for calling the EdgeWave support number to receive technical support after business hours. All non-critical reported issues will be responded to the next business day.
* iPrism customers are required to use their Procare 24x7 number if they have purchased that entitlement for after business hours support. Otherwise iPrism support requests will be responded to the next business day.
Severity 1: Business is severely impacted, and no viable workaround is available.
Severity 2: Business is disrupted but functioning.
Non-Critical: Business is not affected but symptoms exist or requests for information or guidance.
North America: 1-800-782-3762
Severity 1: 24x7x365
Severity 2: 24x7x365
Non-Critical: Business Hours Only
Business Hours Only