Support Hours

8am – 5pm CST, Monday – Friday *excluding holidays*

Support Phone

866-332-4558

Support Email

support@mygov.us

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 notified via the ticket system.

Exclusions

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

Definitions

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.