P2
High impact
Major degradation, a critical service at risk, or broad business impact requiring urgent specialist attention.
IRIS Support Center
Support that starts with clarity.
Get the right specialists around the issue with a clear, impact-led support journey. Open your case directly with IRIS and give our support team the context needed to begin triage.
Your request is submitted directly to the IRIS support intake team—without leaving this website.
READY FOR INTAKEIRIS / CASE INTAKE
IMPACT-LEDSPECIALIST ROUTINGCLEAR OWNERSHIP
Choose by business impact
A priority language everyone can understand.
Select the level that best reflects the verified operational impact. IRIS may adjust priority after triage so the response remains fair and focused.
P3
Standard
Limited impact, a workaround is available, or a non-critical service is degraded.
P4
Request
A planned change, information request, access need, configuration question, or other non-urgent assistance.
Specialist routing
Start with the technology domain.
Your selection helps the support team route the request to the right discipline from the beginning.
Networking
Connectivity, routing, switching, wireless, performance, access, and network services.
Cybersecurity
Security controls, platforms, alerts, access, exposure, and defensive operations.
Cloud Services
Cloud platforms, workloads, identity, connectivity, configuration, and service operations.
Systems
Operating systems, virtualization, applications, identity services, and enterprise platforms.
Hardware
Physical equipment, components, appliances, faults, and vendor-supported devices.
Infrastructure
Data center, compute, storage, backup, availability, and core technology infrastructure.
Make the first exchange count
Six details that accelerate triage.
A strong first submission reduces back-and-forth and gives the assigned specialist useful context before the first conversation.
Share only information needed to diagnose the request. Remove passwords, secrets, personal data, and sensitive production content from screenshots or logs.
- 01
Affected service, site, system, and users
✓ - 02
When the issue started and whether it is ongoing
✓ - 03
Observed symptoms and exact error messages
✓ - 04
Recent changes before the issue appeared
✓ - 05
Screenshots or logs, when safe to share
✓ - 06
Business impact and any working workaround
✓
One accountable journey
From signal to resolution.
Submit
Capture the issue, impact, category, and useful evidence.
Triage
Validate context, scope, and priority.
Assign
Route the case to the relevant specialist.
Work
Investigate, coordinate, and progress the request.
Validate
Confirm the outcome with the requester.
Close
Document the result and complete the case.