CONTROLLED DATA
Leidos Proprietary - US Citizens ONLY
The information contained herein is proprietary to Leidos, Inc. It may not be used, reproduced, disclosed, or exported without the written approval of Leidos.
Once your ECM Cloud account has been provisioned and both the access + initial configuration has been verified correct, your services enter the operations and sustainment phase and the IT Service Desk will be your primary point of contact for all issues so they can be appropriately routed, tracked, and resolved.
IMPORTANT: Service Level Agreements require different resolution times for different types of issues. It's important to follow the instructions below to avoid frustration, incorrect routing and delays. |
For the fastest service, we recommend the following methods to report various issue types.
Urgent or Emergency Issues: Call the IT Service Desk
If your issue is urgent or an emergency, call the IT Service Desk at 855-9-LEIDOS (855-953-4367) for fast service. Ensure the Service Desk agent understands the severity (e.g. system down) and impact to your program, which is usually expressed as number of users affected.
Best for issues such as:
- Problems affecting many users
- You've run out of storage
- Server failed to boot or critical AWS/Azure service is down
- Restore a backup of data or ECM Server instance
- Unable to access permitted services including ECM console, Server instances, or ECM Cloud services
General ECM Environment Server Asset Modification(s) & Upgrade Request(s)
For existing ECM Environment Asset/Server modification or new ECM Asset/Server request(s), please review our AWS/Azure Manage ECM Server Instance(s) ECM Knowlegebase Page.
Something Else
- Open a required network port in the Leidos firewalls: Submit a Firewall Rule Management request using your assigned environment ID
- Add a new privileged user with appropriate IAM roles to grant access to your account: Request a y_account and Gemalto Token
Other non-emergency issue (AWS or ECM minor issues or problems): CIO Central Something is Broken Form or call the IT Service Desk