Incident Workflow

Our incident workflow consists of four phases, which are described below.

Phase Name Performed By Description

1

Describing Your Incident

Customer

Gather the information that we will need to troubleshoot your incident.

2

Opening an Incident

Customer

Create an incident that includes the above information.

3

Incident Handling

Edgio

This phase describes the workflow through which we will troubleshoot your incident.

4

Tracking an Incident

Customer

Track the progress being made on your incident.

This workflow is illustrated below.

Describing Your Incident

Please have the following information on-hand before opening an incident as this will help us resolve your issue expeditiously:

Help us diagnose your issue by gathering and providing as much information as possible.

Opening an Incident

Open an incident by: 

Please make sure to include the information requested above when creating your incident.

View information on how to create a ticket through our support center.

Incident Handling

Our goal is to resolve incidents to your satisfaction in a timely manner by following this workflow:

Step Name Description

1

Customer Contact

Upon first contact, we will ensure that the necessary contact details and incident information have been provided.

2

Ticket Creation

If you have not already submitted a ticket, then we will create one for you. This ticket will be populated with the information provided upon first contact.

3

Incident Analysis

One of our technicians will analyze, troubleshoot, and resolve your incident according to its assigned priority.

4

Standard Escalation

If an incident cannot be resolved in a timely manner, it will be analyzed by a senior engineer and undergo further escalation as needed.

Tracking an Incident

Track an incident’s progress by: