How are support requests triaged?

When we receive a support request, our team will triage the request and respond based on our Services Agreement and priority level.

Urgent
- Use this when you have issues that absolutely can not wait, and there is no work-around available. This usually refers to situations where your system is inaccessible. These tickets can expect a response within 30 minutes of submission.
High
- Use this option when you can still use most of your system, but a critical component is not working correctly. These are responded to within four hours when submitted between 7AM-7PM MT, excluding federal holidays.
- For example, a completed proposal that did not send to your external system does not prevent users from accessing or using the majority of the system, but is still important to your institution and needs a swift resolution.
Normal
- Most issues will fit into this category. These tickets are responded to as soon as possible between 7AM-7PM MT, excluding federal holidays.
- For example, you may be able to access a proposal by going directly to the URL, but it is not appearing in the search.

Note: Requests submitted that do not meet the predetermined criteria may be downgraded to their appropriate priority upon triage.

For more information, see our Support Ticket Process.