Technical Support Request
Our Support Process
It can be frustrating when things are not going as expected. Our team of project managers and engineers work hard to respond to requests as quickly as possible and get enhancements or bug fixes in place quickly so you can focus on building your business. We work within a proven support process that enables us to quickly triage and respond to customer requests efficiently.
Submit Ticket
You identify a potential issue, enhancement or have some other inquiry. Submit a ticket in this portal. We will respond to your ticket within 8 business hours.
Initial Assessment
Our engineers will attempt to replicate the issue and may revert with questions. If we confirm an issue, we will assign an engineer and scope a solution.
Develop Solution
Work is scheduled in 2-week sprints and work will begin on your solution based on backlog, severity of the bug and impact on your business.
Test Fix
Internal testing begins once the engineer is complete and we will request that you begin testing once we are satisfied with the accuracy of the fix.
Notify
Once you are satisfied that the problem is solved, we will close your ticket and send you a completion email. Let’s go!