URGENT IT HELP
Urgent IT Help for Active Technology or Security Issues
Use this page for an active outage, suspected security incident, business-critical system failure, or another technology issue that cannot wait for a routine inquiry.
Current CTMS clients should use the contracted support path below. Organizations that are not yet clients may submit an urgent request for review based on severity, technical fit, and team availability.
Choose the Correct Urgent Path
Current CTMS Client
For an active outage, suspected security incident, or serious system failure, call CTMS support using the number established for current clients.
Use the Client Portal for ticket details, account-specific communication, and supporting information.
Not Yet a CTMS Client
Submit the urgent request form below. CTMS will review the issue based on severity, technical fit, and team availability.
Submitting the form does not create a service agreement or guarantee a response time, on-site availability, incident containment, recovery, or resolution.
Current CTMS Clients: Use Your Contracted Support Path
An active outage or suspected security incident should not enter the same queue as a general inquiry.
Call CTMS support at 844-286-7644. Use the Client Portal to provide ticket details, affected users or locations, screenshots, and other account-specific information.
Launch Remote Support only when directed by CTMS.
Not Yet a CTMS Client? Submit the Issue for Review.
Describe the issue, the business impact, and what is currently unavailable or at risk. CTMS will review the request and determine whether the team has the availability and technical fit to engage.
Do not include passwords, multifactor-authentication codes, private keys, payment-card information, or other credentials in this form.
What Helps CTMS Understand the Issue
What stopped working, when it began, and whether the condition is getting worse.
Which users, systems, locations, or business processes are affected.
Any recent change, alert, vendor action, update, or unusual behavior that happened before the issue began.
What has already been attempted and which internal teams or outside vendors are involved.
Do not upload or paste credentials. CTMS can establish a secure exchange method after contact when sensitive technical material is required.
What Happens After an Urgent Request Is Submitted?
CTMS reviews the information provided, considers the severity and technical scope, and determines whether the request fits the team’s current availability and capabilities.
The first contact may be used to clarify the issue, identify the affected environment, confirm which vendors or internal teams are involved, and determine what access or documentation would be required before work can begin.
No containment, recovery, remediation, on-site availability, or resolution should be assumed until CTMS has reviewed the request and an engagement path has been confirmed.
Not an Active Incident?
For a new managed IT relationship, a planned technology project, or a general service question, use the standard Contact page. To review CTMS capabilities before reaching out, start with the Solutions hub.
The first contact may be used to clarify the issue, identify the affected environment, confirm which vendors or internal teams are involved, and determine what access or documentation would be required before work can begin.
No containment, recovery, remediation, on-site availability, or resolution should be assumed until CTMS has reviewed the request and an engagement path has been confirmed.