We take your support calls very seriously and have a strict process in place to ensure they are dealt with quickly and with minimum disruption. < back to main support page

Overview of Support Process

All Support calls will be assigned a call number. This call number is used to reference your particular support call. Please take a note of this number and use it when inquiring about your call. Each support call is also allocated a severity level which helps us to prioritize your support.


Severity Level:


1 - System is down and not functioning at all

                      ~ Workflow has stopped


2 - System is operational, but is severly degraded

                      ~ Highly Restricted Workflow


3 - System has operational limitations

                      ~ Minor Workflow Impact


4 - Questions (also covers enhancement requests)

                      ~ No Workflow impact


The support representative is responsible for maintaining accurate notes on the customer's issue, including any associated details, duplication steps and the solution.

Our goal is to resolve our customers' technical support issues as soon as possible after they are reported. If the support request is not resolved on the first contact, the support representative is responsible for escalating the support call number to resolve the issue. Support escalation may involve replication of the problem offsite and testing upgrades before delivery, and the involvement of a higher level support representative. In some support cases on-site visits may be required and our development staff will be included if a specific software upgrade is required. The support representative is responsible for maintaining contact so that the customer is always aware of the issue's status.