A critical outage is any event where Titan Cloud’s software or services are unavailable or significantly impaired, preventing customers from performing essential business operations. 

Examples include (but are not limited to): 

• System-wide outages where the Titan Cloud platform cannot be accessed. 

• Major functionality failures such as the polling engine not processing data or release detection not running. 

• Data integrity or compliance risks where the system fails to capture, process, or display critical regulatory or operational data. 

How to Report a Critical Issue 

If you experience a critical issue, please contact Titan Cloud Support immediately through one of the following channels: 

• Online (Preferred): support.titancloud.com – When creating a ticket, please select the 'Critical' priority level to ensure the fastest response. 

• Email: support@titancloud.com – While not required, we recommend adding the word 'Critical' in the subject line to help us triage quickly. 

What Happens Next 

Once submitted, our Support team will immediately follow our internal escalation process to engage Product and Engineering. We will remain in direct contact with you and provide regular updates until the issue is fully resolved.