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 within 3 business days - 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.
Hopefully we can respond fully to your questions initially but if it requires additional investigation or testing we will respond letting you know we are looking into the matter and follow up with additional information.
For tickets that are reporting system defects/bugs we will retest locally and if we can recreate we will create a ticket to track the issue. All tickets in our backlog are prioritized on impact to user/functionality and other competing priorities for the product. For those bugs that are medium to high impact and will be prioritized for eventual development we will keep the ticket open and update you on the status.
If the ticket is a low impact issue we will log in our backlog, however, since we're unsure the ETA of resolution we will close the support ticket. If the issue is eventually planned for development work we will reopen the support ticket and keep you updated on the status.
If you have an idea for a system improvement or new feature we will check with the Product Manager and possibly touch base with the customer community to see if this would be desired functionality. If it is decided this would be a desired new feature we'll create a ticket in our backlog to track this story request.
Since new functionality/improvements have to be prioritized against other scheduled work we will often not know the ETA but you can keep an eye on the roadmap. We will close the ticket but if it is prioritized for work we will reopen your ticket and update you on the status.
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.