When a support ticket comes in the support team will triage and reply initially based on the ticket status:
- Normal: First reply within 4 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.
We will do our best to respond fully to your questions/issues initially but If your issue requires additional investigation or testing, we will respond letting you know that we are looking into the matter and follow up later with additional details.
For tickets that are reporting system defects/bugs, we will retest locally and if we can recreate the problem 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 the submitter 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 ultimately planned for development work, we will reopen the support ticket and keep the submitter updated on the status.
For tickets that request a system improvement or new feature, we will forward the details to the product team who will review and determine when/if this item will be added to the product.
Since new functionality/improvements have to be prioritized against other scheduled work, we will often not know the ETA for release of a desired enhancement so we will close all enhancement/feature tickets after product has been notified. If the feature is prioritized for work, we will reopen the ticket and update the submitter on the status. Watch our Product Portal for announcements of upcoming features/enhancements that are coming to Curriculum Management and Catalog!
For requests that require either a customer success engineer or customer success support representative to resolve (i.e. configuration requests, database changes, environment refreshes, data corrections, etc.), we will create a task ticket in our backlog to track. We will evaluate and perform each task based on priority and impact.