Support Ticket Process

Process Overview

When a support ticket comes in the support team will triage and reply initially based on our Services Agreement and the ticket status:

• Normal: First reply is as soon as possible (usually within 3 business days; likely earlier) - Status used when the service is partially impaired, but workarounds are in place; or the service fully usable, but information or enhancement is requested.
• High: First reply within 4 hours during business hours - Status used when the service is materially impaired but may still be functional.
• Urgent: First reply within 30 min 24/7 - Status used when the service is unusable, or the majority of end users cannot access the service.  Could also relate to S2S Proposal issues on time sensitive deadline.

Our goal is to answer your question or solve your problem right away; however, some issues require additional investigation. If that’s the case, we’ll keep you posted as we investigate the issue so you know what to expect.  One of your three designated support representatives can submit a support ticket as described in the 'Submitting a Request' section of the Using the Kuali Research Support Portal article.

Questions

We love to answer any questions you may have on functionality or behavior related to Kuali Research.  If you're not finding the answers in our Knowledge Base please feel free to ask via a support ticket for additional help.

System Bugs

When a user reports a system defect/bug we will retest to be sure we can recreate the issue. We may need to ask you for additional information to be sure we are able to recreate what the user is seeing. Once we’re able to recreate the issue, our product team will assess and determine the priority of the issue, and what our approach will be to address the issue. Some issues we will fix immediately, while others will be put in our backlog for resolution at a future date. There are also some issues that we’ll decide not to fix. If we aren’t planning to fix the issue, our support team will let you know that, and we’ll close out the ticket. 

Ideas

If you have an idea for a system improvement or new feature, please submit it through our ideas forum. Our product team will review the idea and determine if it’s something we should add to our roadmap. More information about how that process works is available here. 

Tasks

If you need assistance that requires work from either a customer success engineer or customer success support representative to resolve (i.e. configuration request, database change, lower environment refresh, system error due to data, etc.) we will create a task ticket in our backlog to track. This will be prioritized with other existing work in our backlog and the user/functionality impact of the issue.