How Magazino escalation works in case of network incidents
Magazino Support does not monitor customer network infrastructure. If a network incident occurs, please contact Magazino Support immediately via the support portal. Should Magazino detect an incident before being notified, we will follow the same escalation protocol and inform you through the portal.
Large scale system outages can be detected via:
Magazino monitoring (system alert)
Customer monitoring (the customer notifies Magazino Support by writing a ticket in the support portal).
Magazino FLS will then conduct a series of system checks to identify the most probable causes.
Should we lose the ability to remotely connect to all Magazino customers, the issue will be escalated to our TLS, as this likely indicates a problem with the Magazino infrastructure.
In cases where we cannot establish a remote connection with a particular customer site, we will inform the customer via the support portal, as this likely indicates a local infrastructure issue.
To receive notifications about new incidents via the support portal, you need to register an email address with Magazino.