Active Incident & Outage Support
If you are experiencing a complete network shutdown, a security intrusion, or a critical system failure, utilize the high-priority contact routes below. Standby engineers are dispatching immediately.
Direct Engineer Hotline
Rings on-call engineering leads and dispatch desks simultaneously. Bypasses general intake filters.
Priority Ticket Portal
Log into your client portal and select severity level "Severity 1 - Critical Outage" to raise automated alerts.
Email Support Intake
Automated parser routes incoming mails directly into ticketing queues. Prefix subject with "URGENT Outage".
Incident Escalation & Containment Protocol
Initiate Alert via Hotline or Portal
Outage calls trigger paging groups instantly. High-severity portal tickets send emergency SMS and voice alerts directly to the engineer on call.
Standby Response & Assessment (SLA Window)
An engineer is assigned within 15 minutes. We review current diagnostic logs, network state, and access availability to determine vector entry or resource state.
Triage, Containment & Remediation
The incident response group isolates compromised subnets, activates business continuity backup resources (e.g. secondary virtualization nodes), and begins live system restoration.
Post-Incident Review & RCA
Once normal operations are stabilized, CITIG compiles a comprehensive Root Cause Analysis (RCA) and mitigation plan to prevent recurrence.
Not a CITIG Managed Client?
We prioritize active SLA agreement holders, but we also step in to assist businesses in Southern California facing catastrophic ransomware, data loss, or server failure. Standby response and emergency onboarding rates apply.
Inquire about Managed Services