When we receive a support request, our team will triage the request and respond based on our Services Agreement and priority level.
- Use this when you have issues that absolutely can not wait. This usually refers to situations where your system is inaccessible. These tickets can expect a response within 30 minutes of submission.
- Use this option when you can still use most of your system, but a critical component is not working correctly. For example, a broken integration would be considered high - the rest of the system is still functional, but this is a important issue that needs attention. These are responded to within four hours when submitted between 7AM-7PM MT, excluding federal holidays.
- Most issues will fit into this category. For example, you may be able to access a proposal by going directly to the URL, but it is not appearing in the search. These tickets are responded to as soon as possible between 7AM-7PM MT, excluding federal holidays.
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.