Delivering Exceptional Customer Service is our Top Priority

1
Tier 1 Ticket
  • New User Setup
  • Change Existing Role Security
  • Deploy an Update Package
  • Menu Change
  • Version Change
  • Clear Cache
  • Clear Table Cache
  • Capture/Analyze Server 1 Day of Logs
  • Attempt to Reproduce an Incident
  • Provide Advice or Guidance for a single topic
  • Maintain Job Scheduler
  • Apply an ESU, Patch, or Update
    (up to 5 objects)
  • Server Restarts
2
Tier 2 Ticket
  • Create a new Security Role
  • Full Package
  • Change OCM Mappings
  • Minor custom program code change
  • Minor SQL Update
  • Pathcode Refresh
  • Data Refresh (Single Environment)
  • Update Existing BI Publisher Form
  • Apply an ESU, Patch, or Update
    (greater than 5 objects)
  • Install a Developer Client
3
Tier 3 Ticket
  • Identify Root Cause(s) of Data Integrity Error
  • Identify Root Cause of Batch Program Error
  • Identify Root Cause of a Reproduce-able Problem
  • Create a new E1 Page
  • Create Proof of Concept for a new Feature