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Support

This page explains how to get help, report issues, and escalate problems with Synderys infrastructure services.

How to Get Help

Before contacting support, check the relevant troubleshooting sections in this guide:

If you cannot resolve the issue using the guides above, contact IT using one of the methods below.

Contact Methods

Method Details Best For
Email admin@synderys.com Non-urgent requests, access changes, general questions
RocketChat #it-support channel Quick questions, status checks, minor issues
Phone Listed in your onboarding packet Urgent issues affecting your ability to work

What to expect

For email and RocketChat requests, expect an initial response within 4 business hours. For phone requests, expect an immediate response during business hours (Monday through Friday, 9 AM to 6 PM Eastern).

What to Include in Your Request

When reporting an issue, include as much of the following as possible:

  1. What you were trying to do — a brief description of the action you were performing.
  2. What happened instead — the error message, unexpected behavior, or blank page you encountered.
  3. When it started — the date and approximate time the issue began.
  4. What you have already tried — steps from the troubleshooting guides, browser changes, or restarts.
  5. Screenshots — if you see an error message, take a screenshot and attach it to your request.

Providing these details helps IT diagnose the issue faster and reduces back-and-forth.

Escalation Path

If your issue is not resolved within the expected timeframe, follow this escalation path:

Step Action When
1 Submit request via email or RocketChat Immediately
2 Follow up on the original request After 4 business hours with no response
3 Escalate to your manager After 1 business day with no resolution
4 Manager contacts IT leadership After 2 business days with no resolution

For critical issues that prevent all work (such as a complete service outage), skip directly to phone support and inform your manager.

Common Requests

Access Requests

To request access to a new service, project, or AWS role:

  1. Send an email to admin@synderys.com with the subject "Access Request".
  2. Include your name, the service or project you need access to, and the level of access required.
  3. Your manager may need to approve the request before IT can grant access.

Account Issues

For password resets, MFA device changes, or account lockouts:

  1. See Changing Your Password and Account Recovery first.
  2. If self-service options do not work, contact IT with your username and a description of the issue.

Service Outages

If a service appears to be down for everyone (not just you):

  1. Check the #it-support RocketChat channel for any posted maintenance notices or outage announcements.
  2. If no announcement has been made, report the outage in #it-support with the service name, the URL you are trying to reach, and the error you see.

Security Incidents

If you suspect a security issue — such as unauthorized access, a phishing email, or a compromised account — report it immediately:

  1. Do not attempt to investigate on your own.
  2. Contact IT immediately via phone or the #it-support RocketChat channel.
  3. Include what you observed, when you noticed it, and any evidence (such as suspicious emails or unusual activity in your account).

Security incidents are treated as the highest priority and will receive an immediate response.