On-Demand Service Tiers
Delivering Exceptional Customer Service is our Top Priority
1
Tier 1 Ticket
- New User Setup
- Most Security Changes
- Menu/Version Changes
- Research Transaction/Accounting Batch Errors
- Attempt to Reproduce an Incident
- Printing Errors
- AAI Guidance
- Deploy an Update Package
- Clear Cache
- Capture/Analyze Server 1 Day of Logs
- Maintain Job Scheduler
- Apply an ESU, Patch, or Update (up to 5 objects)
- Server Restarts
2
Tier 2 Ticket
- Create a new Security Role
- Update an Existing Form
- Research Integration/Orchestration Error
- Research Report Output Data Discrepancy
- Full Package
- Change OCM Mappings
- Pathcode Refresh
- Data Refresh (Single Event)
- Apply an ESU, Patch, or Update (Greater than 5 Objects)
- Build a Client
3
Tier 3 Ticket
- Identify Root Cause(s) of Data Integrity Error & Suggest a Solution
- Identify Root Cause of UBE Error and Suggest a Solution
- Identify Root Cause of a Reproduce-able Problem & Suggest a Solution