Client support
Already a client? Here’s the fastest way to us.
If the business has stopped, call. For everything else, the portal or email gets you a ticket number and a severity straight away.
How to reach us
Four routes, in order of speed.
Call
For anything that has stopped the business or blocks a team. 1‑855‑OPSWORQ, Mon–Fri, 8am–5pm ET.
Support portal
Every request is numbered, timed and visible to you. Open the client portal →
Remote session
Your engineer starts it with you on the phone and walks you through it. Nobody you haven’t spoken to will ever ask you to install anything.
For questions and planned work, not for anything urgent. hello@opsworq.com
Severity
You set it by what has stopped.
Anyone can raise a severity at any time. Lowering one needs your recorded agreement.
| Severity | What it means | First human response |
|---|---|---|
| Critical | The business has stopped | 15 minutes |
| High | A team is blocked | 1 hour |
| Normal | One person is stopped or slowed | 4 hours |
| Scheduled | Planned work and questions | Next business day |
If the business has stopped, call. Don’t email.
An email can sit in a queue. A phone call reaches a person. The High, Normal and Scheduled clocks run in business hours, Monday to Friday, 8am to 5pm Eastern, and your agreement says how after-hours emergencies are handled.
Not a client yet?
You can still call, and you don’t need a plan to get something fixed.