Creating a Support Ticket
- Former user (Deleted)
- Cedar Boulianne
- Shannon Jones
Customer support is an email away.ย For issues that are non-critical, this guide offers some details related to service levels and available functionality for support.
Service Levels
Standard | Plus | Premium |
|---|---|---|
Monday-Friday 9-5 EST | Monday-Friday 9-5 EST | Monday-Friday 9-5 EST |
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Launch a Critical Ticket
Only tickets marked "Critical" will trigger the after hours notification process.ย
Please note,ย Critical is defined as a system outage or impact that threatens immediate work stoppage or production is proceeding in a significantly impaired fashion.ย ย
To launch a Critical ticket, please follow the steps below:ย
Click on Tickets
Sign In (or Sign Up if necessary)
Click Add Ticket
Fill out Ticket Information. Make sure to complete Priority at bottom of the form. Click down arrow to choose Critical.
Add attachments, if required
Clickย Submit to complete the process
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Related Pages
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Support Agent Notes
Providing Frontline Client Supportย
Handling Support Tickets
CMS Support Policies & Processes
We are now using Hiver to deal with support.ย 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.ย Be sure to cross link so that each can be easily found.
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