--- title: Reporting Critical Incidents Outside Support Hours description: Our support team is available Monday to Friday, 8 a.m. to 7 p.m. Eastern Time. If you experience a critical system issue outside of those hours, we have an on-call team available to respond. --- [Skip to content](https://help.rentworksplus.com/kb/reporting-critical-incidents-outside-support-hours#main-content) [Contact us](https://help.rentworksplus.com/kb/kb-tickets/new?hsLang=en) [Submit a request](https://help.rentworksplus.com/tickets-view?hsLang=en) [![rentworks-bluebird-ars-logo-light](https://help.rentworksplus.com/hs-fs/hubfs/rentworks-bluebird-ars-logo-light.png?width=249&height=60&name=rentworks-bluebird-ars-logo-light.png)](https://help.rentworksplus.com/kb?hsLang=en) Open main navigation Close main navigation - [Contact us](https://help.rentworksplus.com/kb/kb-tickets/new) - [Submit a request](https://help.rentworksplus.com/tickets-view) How can we help you? - There are no suggestions because the search field is empty. 1. [RentWorks Plus](https://help.rentworksplus.com/kb?hsLang=en) 2. [Support](https://help.rentworksplus.com/kb/support?hsLang=en) # Reporting Critical Incidents Outside Support Hours ## This article explains how to reach our emergency after-hours support line and what to expect when you call. Our support team is available **Monday to Friday, 8 a.m. to 7 p.m. Eastern Time**. If you experience a critical system issue outside of those hours, we have an on-call team available to respond. --- ##### When to Use After-Hours Support After-hours emergency support is intended for **P1 (Critical)** and **P2 (High)** priority issues only — situations where your core business operations are severely affected or have stopped entirely. **A $250.00 USD fee may be applied to your account for use of the emergency line on a non-critical issue.** If your issue is not a critical service disruption, please submit a support ticket at **help.rentworksplus.com** or email **[help@rentworksplus.com](mailto:help@rentworksplus.com)** and our team will respond on the next business day. Examples of issues that qualify for after-hours emergency support: - RentWorks+ is completely inaccessible — no users can log in - Payment processing is offline and you cannot complete transactions - Reservations are not being received or processed, resulting in lost bookings - Severe system-wide slowdowns or timeouts affecting all or most users Examples of issues that do not qualify: - A single user having trouble logging in - Reporting a system bug - A question about how to use a feature - A feature request or general inquiry - A temporary record lock --- ##### How to Reach After-Hours Emergency Support **1.** Call us at **1-833-200-1250** (toll-free) or **1-973-384-9150** (local). **2.** When prompted, press **1** for support. **3.** On the next menu, press **2** for emergency after-hours support. Note: You will hear a message advising that the emergency line is for critical issues only and that a **$250.00 USD fee** may be charged for calls later classified as P3 or P4. Press 2 again to continue and leave your voicemail. **4.** Leave a voicemail with the following information: - Your name - Your business name - Your email address - Your callback phone number - A clear description of the issue **5.** Our on-call team will be paged immediately. If your issue is confirmed as P1 or P2, you will receive a callback as soon as possible. --- ##### What Happens After You Call Once your voicemail is received, our on-call system pages the on-call support agent by phone call and SMS. If the alert is not acknowledged, it escalates automatically — additional team members are paged at set intervals until someone responds. When an agent reviews your message: - **P1 or P2:** You will receive a callback and we will work the issue until it is resolved or a workaround is in place. - **P3 or P4:** You will receive an email confirmation that a support ticket has been opened. We will follow up during regular support hours (Monday to Friday, 8 a.m. to 7 p.m. Eastern Time). --- ##### Priority Definitions **P1 — Critical** A system-wide outage or critical failure affecting all users. Core business operations cannot continue. High risk of data loss or revenue impact. Payment processing is offline. Examples: No users can log in; payment gateway is completely offline; data corruption affecting business operations. **P2 — High** Severe performance or functionality issues significantly affecting core business functions. Large segments of users are impacted. The business can operate in a limited capacity only. Examples: Reservations failing to import or process; major system slowdowns affecting most users; key modules such as credit card processing or the reservation system are intermittently unavailable. **P3 — Medium** Partial service degradation affecting a subset of users or secondary functions. Core operations continue but with reduced efficiency. Examples: One user cannot log in; errors generating rental agreements for certain vehicle classes; minor bugs that do not block core workflows. **P4 — Low** Informational requests, general inquiries, or minor usability concerns with no impact on core operations. Examples: How-to questions; feature requests; cosmetic UI issues. ##### For Non-Emergency Support Submit a ticket or browse our knowledge base at [**help.rentworksplus.com**](https://help.rentworksplus.com/kb?hsLang=en), or email us at **[help@rentworksplus.com](mailto:help@rentworksplus.com)**. 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