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:

• Caller Details
  • Name
  • Contact NumberPlease provide a phone number where we can reach you to provide status updates or to request additional information.
  • Hours of Availability
• Company Name
• Customer Account Number
• Issue Details
  • Affected Platform(s)
  • Description of the Issue
  • Priority Level
  • Time at which the Issue was Detected

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

Opening an Incident

Open an incident by: 

• Emailing us at: support@edg.io

• If you have subscribed to a support plan, you may call us at 1-602-850-5200 or a regional phone number listed at: https://edg.io/contact-support.

  Contact your account manager at 1-602-850-5000 to learn more about our support plans.

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:

• Reviewing the ticket at: https://edgecast.service-now.com/csc
• Checking the latest email sent from Edgio Support to the email address(es) associated with the incident.
• Contacting our 24x7x365 technical customer support.

• Find out the latest information on CDN health and maintenance updates by:

  • Subscribing to be notified by email, text message, web server, or RSS feed.
  • Viewing our Network Status page at: https://status.edg.io/

Edgecast CDN