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Customer support is an email away.  For issues that are non-critical, this guide offers some details related to service levels and available functionality for support.

Table of Contents

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Service Levels

Standard

Plus

Premium

Monday-Friday 9-5 EST

Monday-Friday 9-5 EST

Monday-Friday 9-5 EST

 

Launch a Critical Ticket

Note

Only tickets marked "Critical" will trigger the after hours notification process. 

Please note, Critical is defined as a system outage or impact that threatens immediate work stoppage or production is proceeding in a significantly impaired fashion.  

To launch a Critical ticket, please follow the steps below: 



Related Pages

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titleSupport Agent Notes

Providing Frontline Client Support 

Handling Support Tickets

CMS Support Policies & Processes

Info

We are now using Hiver to deal with support.  The support link listed above redirects the user to a form on our public web site.

Service Desk has been removed, the project remains in Jira but will be inaccessible to most clients.

Jira links can still be supplied to clients when an issue is moved from Hiver (Gmail) to Jira.  Be sure to cross link so that each can be easily found.