Support > Overview of Policies
Overview of Policies
When a customer support issue cannot be resolved through telephone response or remote access, the inquiry will be escalated pursuant to the following procedures:
Priority 1- Urgent/Emergency
- Issues that affect officer safety.
- Application introducing data corruption.
- Program will not start.
- Critical work cannot be completed to meet deadlines.
Steps to Resolution
- A customer support technician will immediately contact the customer to acknowledge receipt of the issue, and to inform the customer of CTS's plan to resolve the issue.
- CTS personnel will begin resolving the issue while continuously updating the customer with the status of the issue.
- Engineering and support personnel are permanently assigned to assist until the problem is resolved.
Priority 2- High/Non-Emergency
-
Software module/function is down/non-functional .
Steps to Resolution
- A customer support technician will immediately contact the customer to acknowledge receipt of the issue, and to inform the customer of CTS's plan to resolve the issue.
- CTS personnel will begin to resolve the issue while continuously updating the customer with the status of the issue.
- Engineering and support personnel are permanently assigned to assist until the problem is resolved.
Priority 3- Medium Priority
- Problem exists but critical systems are functional.
- Problem can be temporarily circumvented.
- Customer states problem is not critical but would like a fix as soon as possible.
- Non-application related issues that have rendered the system inoperable.
Steps to Resolution
- A customer support technician will immediately contact the customer to acknowledge receipt of the issue, and to inform the customer of CTS's plan to resolve the issue.
- CTS personnel will begin to resolve the issue and will update the customer as to the status of the issue.
- Engineering and support personnel are permanently assigned to assist until the problem is resolved.
- CTS personnel will inform the customer as to the delivery date for the software patch that will resolve their issue.
Priority 4- Minor Priority
- Minor problem with little or no impact on services.
- Customer impact is minimal.
- Deferred maintenance is acceptable, and a schedule can be determined between support and the customer.
- Customer states problem can be addressed at a later date.
Steps to Resolution
- CTS personnel will begin to resolve the issue and will update the customer as to the status of the issue.
- CTS personnel will inform the customer as to the delivery date of the software patch that will resolve their issue. All future status reports will be communicated to the customer via problem submission reports or direct customer inquiry via telephone or on-line TCN status query.
