Support Policy

Support Hours

8 am to 5 pm CST, Monday – Friday (excluding holidays)

Support Phone


Support Email

Case Logging

  • Ticketing System (Primary)
  • Telephone Support
  • Email Support

Software service maintenance

Includes maintenance releases, enhancements, new versions, additions and modifications to the service provided to customers under support for no additional fee.

Bug fixes

Brings the service into substantial conformance with its current user guide.

Response Times

  • Critical          Goal:  5 minutes                Actual:  3 minutes
  • High              Goal:  5 minutes                Actual:  3 minutes
  • Normal         Goal:  15 minutes              Actual:  3 minutes

Resolution Times

  • Critical          Goal:  1 hour                       Actual:  18 minutes
  • High              Goal:  2 hours                    Actual:   15 minutes
  • Normal         Goal:  3 days                      Actual:   49 minutes

Scheduled Outages

Usually scheduled during the weekends or between 12:00 a.m. and 2:00 a.m. Customers (if impacted) are usually notified via the ticket system.


Excludes all non-support training events, such as training new users or existing users on new modules.


  • Critical – Service substantially fails
  • High – Substantial degradation in performance of the Service
  • Normal – Minimal to no impact on the availability or the performance of the Service.