Digital Card Solution
Support & Escalation Contacts

NEED HELP?

1- Standard requests 

Create a Freshdesk ticket → https://antelop-support.freshdesk.com

Select context: “Support Run” and include key details (timestamps, environment, error, IDs, logs).

2- Production incidents (Critical / Major)

Open a Critical ticket in Freshdesk - this triggers a 24/7 alert to the DCS On-call Support Team.

Select context “Support Run”, type: “production incident”, priority “Major” or “Critical” and include key details (timestamps, environment, error, IDs, logs).

• Full submission guide here: Ticket Submission Form
• See full ticket and incident management process: Ticket & Incident Management Guide

ESCALATION CONTACTS

Key Reminder

• Always start with Freshdesk – ensures visibility and traceability.
• Major/Critical Priority = 24/7 alert (for production incidents only).
• Escalate only if a ticket already exists.

Version 1.0                                              Entrust Digital Card Solution - Support & Escalation Contacts                                         11/8/2025