The helpdesk runs business hours (Mon-Sat, 09:00 to 19:00 IST) for everything except P1. P1 tickets are covered 24×7 because they describe something that can't wait — production down, security incident, a building's network out.
What counts as P1
- A whole site or department offline (no internet, no email)
- A production server down — anything customer-facing or business-critical
- A security event in progress — confirmed phishing, suspected breach, ransomware indicators
- Phone system or surveillance system completely offline
- Power, HVAC, or UPS failure that's putting equipment at risk
What is not P1 even though it feels like it: a single user's laptop not booting at 11pm. Frustrating, yes — but not site-wide. That's a P3 for the morning.
How to reach the on-call engineer
- Submit a P1 ticket via the web form or email. This creates the record and pages the on-call engineer automatically.
- Call the after-hours line. The number is on the Contact section of the homepage. Identify yourself, give the ticket number if you've already submitted one, and describe the situation briefly.
The on-call engineer aims to respond within 15 minutes. If you don't hear back in 30, call again — sometimes pages get missed.
What to tell the on-call
Don't go full troubleshoot mode on the phone. They need:
- Site and your name
- What's affected ("the whole office can't reach the file server")
- When it started
- Are people sitting waiting, or is this an off-hours alert?
The engineer will tell you whether they can fix remotely or need to come on-site, and give you an ETA.
Don't use the P1 line for
- Password resets (use your IT contact during business hours)
- Software installs
- Asset moves or new-user setup
- Anything that can wait until morning
Using the P1 line for non-P1 issues delays response when a real emergency hits. We log all P1 calls and review misclassification weekly.