Incident Requests

When an issue is too severe or pressing for a regular customer service request, an incident can be created in the Adhese Customer Service Portal.
By default, the request will be raised on behalf of the person who is creating the incident.

Several fields are required for the incident:

• A short description of the incident.
• All impacts and symptoms concerning the incident should be selected from the list provided.
• The business impact needs to be selected from the dropdown.
• A more detailed description with info such as the ID's of affected campaigns, website url's, etc...
• Attachments such as screenshots, reports, etc...

For Support to handle your request as effectively as possible, please provide the necessary information as accuratly and complete as possible.

Depending on the Impact & Symptoms and Business Impact selected, your incident will be triaged with increasing levels of importance and urgency. It's important to be accurate in the incident form as trying to trigger higher urgency without cause might incur extra costs.