Contacting Bryx Support & Ticket Priorities

Modified on Mon, 26 Feb 2024 at 05:27 PM

Contacting Bryx Support:


If your agency utilizes Bryx Station Alerting or has a contracted SLA with Bryx, our Support Team can be contacted via phone by calling (585) 364-2788. Upon calling in, you will be prompted to enter a six-digit Support PIN. Your agency's Support PIN can be found in the upper right-hand corner of the Bryx Management Site at manage.bryx911.com. Alternatively, you can submit a ticket by emailing support@bryx.com or visiting support.bryx.com.


If your Agency does not utilize Bryx Station Alerting and does not have a contracted SLA with Bryx, you can submit a ticket by emailing support@bryx.com or visiting support.bryx.com.


Submitting a Critical Ticket:


If you need assistance with a critical issue outside of our normal business hours (9 AM to 6 PM EST), the best method of contacting us is via phone. Upon calling in, you will be prompted to enter your agency's Support PIN. After entering your PIN, the phone prompts will guide you through leaving a critical ticket voicemail. All critical ticket voicemails will alert our on-call Support staff, regardless of the time of day. 


Ticket Priorities:


When creating a ticket with Bryx Support, there is an option to specify a priority level. Ticket priority levels and examples of each priority can be found below:


Low:

Non-critical errors: Isolated single-user issues, such as a general question or an enhancement request. 


Example: Dispatch group addition request.


Initial response may take up to three business days.


Minor:

The system is overall operational. A singular piece of the larger system is not functioning.


Example: A single station light not working.


Initial response may take up to one business day.


Major:

The system is moderately impacted. A non-critical Station Alerting component is non-functional.


Example: Stations Boards not displaying while all other Station Alerting components are fully functional. 


Initial response may take up to twelve business hours.


Critical:

The overall system is non-functional. The ability to perform day-to-day needs is negatively affected. 


Example: SCU offline or other issues that result in a total lack of station alerting.


Initial response may take up to four hours.


Bryx Support reserves the right to adjust impact levels if a ticket is submitted incorrectly. An example of this would be if a low-priority issue is submitted as a critical-priority ticket.


Impact levels higher than low are only available to Station Alerting customers or users who have a paid SLA with Bryx.


Response times specified are only applicable to Station Alerting customers or users who have a paid SLA with Bryx.




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