What counts as an outage?
A Critical Outage is when the platform or a core service is down or non-functional in Productive (not just slow or partially degraded). Examples:
A core Cofinity-X service is unavailable or failing and productive operations are blocked
Data exchange is not possible, or a major platform capability is down
If the issue is a bug, unexpected behavior, or performance degradation, use Report a Bug instead.
Not a Critical Outage
Use Report a Bug (not Critical Outage) if:
Impact is only in Beta/test environments
Only one user/company is affected (likely configuration/partner-specific)
There is a workaround and productive operations continue
(If you are unsure: raise a ticket and clearly state the business impact - Our support team will review and classify correctly.)
Step 1: Raise an Outage Ticket via the Service Desk
Open the Cofinity-X Service Desk: https://servicedesk.jira.cofinity-x.com/servicedesk/customer/portal/1
Select: Report an Outage
Fill in the ticket with:
Required fields
Summary: include start time + time zone (example: “Platform unavailable since 10:00 CET”)
Affected service: which product/service is down
Description: what fails, who is affected, what you observe (error text), and whether it is constant or intermittent
Attachments (strongly recommended): Screenshots, error messages, logs (if available)
Submit the ticket and keep the ticket reference number for the call.
Step 2: Call the 24/7 hotline immediately
Do not wait after submitting the ticket. Call us right away so our on-call team is verbally alerted.
Please reach out beforehand to receive the 24/7 oncall phone number
When you call, have the following ready:
Your ticket reference number
The name of the affected service
A brief description of the issue and when it started
Why both steps are required
The ticket creates traceability and enables structured updates.
The call ensures immediate awareness and avoids reliance on asynchronous notifications, especially outside business hours.
What happens next?
After you report a Critical Outage, our team will:
Acknowledge the incident and begin investigation
Provide status updates via the ticket
Notify you when resolved
For non-critical issues, see: How to Contact Support