Incident
A service is unavailable, failing or behaving differently from its expected operation.
For existing clients and services
Clear context helps us begin
in the right place.
ServiceImpactSeverityEvidenceRoute
Use this route when an existing ToqXcel-supported service, application or engagement needs operational attention.
It covers incidents, access problems, degraded behaviour, service questions and controlled change requests. For a new requirement or opportunity, use General Enquiry or Request a Consultation.
If people, safety, security or business-critical operations face an immediate risk, follow the emergency escalation route already agreed for your service rather than relying only on this web form.
Choose the closest request
Different needs.
One structured intake.
Selecting the closest category helps the request reach the right service context. Our team can reclassify it after review if needed.
Access issue
An authorised user cannot sign in, reach a feature or perform an expected action.
Service degradation
The service remains available but performance, reliability or output is materially reduced.
Operational question
Guidance is needed about configuration, behaviour, process or an existing supported feature.
Change request
A controlled adjustment, enhancement or configuration change needs assessment and approval.
What happens next
Review, clarify,
route and communicate.
We use the supplied service context and impact to validate the request, ask for safe clarification where needed, and route it under the applicable engagement or service arrangement. Priority, response targets and escalation remain governed by that agreement.