Flowroute support can be contacted by telephone or web.
Incident Response Times:
In order to ensure the fastest response times via our pager alert system, emergency (P1) tickets can be opened via the web portal: NEW TICKET and severity set to emergency
P2 & P3 tickets can be opened at: NEW TICKET. To ensure fastest resolution time, provide as much detail as available regarding the issue when logging the issue. Once a case has been logged, Customers can reach out to Customer Support via the Support Hotline at 1-855-356-9768 or 1-206-641-8000, and choose option 1 for increased responsiveness.
Please note that the Support Hotline is only available during business hours.
¹Business hours are defined as Monday through Friday 6:00 AM to 5:00 PM PT, excluding Flowroute’s published holidays.
Incident Priority Levels
Flowroute’s Technical Support team assigns a priority level to each incident, according to the criteria described in the following table. Priority levels are used to determine target response times, as described in Incident Response Times.