RAXWireless CRM

# Support

Support services are available through the Support page. Our normal hours of operation are 9:00 AM to 5:00 PM Eastern Time, Monday through Friday.

support
Figure 1. The Support page

The following are the columns that appear in the Support page:

  • Subject: This column shows .
  • Date: This column shows the date when the ticket was created.
  • Priority: This column shows the priority of the ticket according to our Service Level.
  • Activity: This column shows the date and timestamp of the ticket’s latest activity log.
  • Status: This column shows the current status of the request.

The following are the types of status:

  • Open: The ticket is currently being worked on by the design team.
  • Answered: The support team has responded to the ticket.
  • On Hold: The ticket has been temporarily suspended.
  • Closed: The ticket has been resolved.

Action: In this column, you can perform the following:

  • View icon: Click to view the details of the ticket.

# Tickets

To submit a support ticket, follow these steps:

  1. Click on the Add button at the upper-right corner of the Support page.

add
Figure 2. Click on the Add button at the upper-right corner of the Support page.

  1. In the CREATE NEW TICKET page, you can perform the following:

Ticket Options pane:

  • Department: Select the applicable department from the drop-down list.

  • Project: Select which product you are encountering an issue with.

ticket
Figure 3. The CREATE NEW TICKET page

# Service Level Targets

Any incidents will be accommodated in order of severity and the priority will determine the response and resolution time.

Priority Severity DEFINITION Maximum Response Time Maximum Resolution Time
P1 Critical Incident/defect causes immediate and significant productivity impact to service operation. No reasonable workaround to remediate issue.

Examples: Unplanned application outage, All RAXWireless CRM functionalities are not accessible		 Within 30 minutes from incident discovery 1 Business Day
P2 High Service is available but there is no reasonable workaround to remediate the issue immediately.

Example: RAXWireless CRM is up but some features are not accessible.		 2 Business Days 2 Business Days

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