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