# Incident management

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Follow the steps below to request support from the fulfillmenttools team:

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**Visit our** [**support portal**](https://ocfulfillment.atlassian.net/servicedesk/customer/portal/1/group/4/create/12)

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You'll need to be a customer to access this portal. If you're using our free trial and need support, reply to the email you received from our team.
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**Summarize the problem**
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**Describe the problem in detail**

Describe the issue in as much detail as possible, including steps to reproduce if relevant.&#x20;
{% endstep %}

{% step %}
**Select a priority**

| Incident priority | Description                                                                                                                                                    |
| ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Priority 1        | You can't use our SaaS services, or essential applications aren't executable or create data loss or corruption. This results in a complete loss of production. |
| Priority 2        | You can use our SaaS services, but not all functions are available. This results in a significant reduction in production.                                     |
| Priority 3        | Most SaaS services' functions are functional, with only slight limitations.                                                                                    |
| {% endstep %}     |                                                                                                                                                                |

{% step %}
**Add attachments**

Attach any relevant screenshots or files.
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**Submit the ticket**

We'll reply to you as soon as possible.
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{% endstepper %}

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If the support portal is unavailable, or you haven't had any response from our team and it's a P1, you can call us on our emergency hotline: **+49 221 956 732 10.**
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You can also use [our feedback form](https://ocfulfillment.atlassian.net/servicedesk/customer/portal/1/group/13/create/47) for feature requests or any feedback in general, or [our service request form](https://ocfulfillment.atlassian.net/servicedesk/customer/portal/1/group/11) to be added to our support portal or other service requests.


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