Ticket reporting methodology:
Severity 1 tickets can be reported:
by phone, 786.329.7176 ext 9000, using your support password *
by email ucsupport@crmdp.com
by login into our customer support system at www.crmdp.com **
Severity 2 tickets can be reported:
by email ucsupport@crmdp.com
by login into our customer support system at www.crmdp.com **
Severity 3 tickets can be reported:
by email ucsupport@crmdp.com
by login into our customer support system at www.crmdp.com **
* phone support password provided at service subscription.
** login credentials provided at service subscription.
Ticket severity definition:
Severity 1, Major Problem – UC production environment unusable preventing customers from completing transactions. For example, UC services are not responsive.
Severity 2, Normal Problem – UC production environment partially unusable for customers. Customers can still complete transactions but issues are reported by the UC. For example, a specific workflow such as Leads creation is reporting errors.
Severity 3, Minor Problem – UC production or demo environment is operational but has a superficial defect. For example, the page layout of UC looks bad.
Ticket response time:
- Severity 1 Tickets - within 2-4 business hours.
- Severity 2 Tickets - within 2 business days.
- Severity 3 Tickets - within 3 business days.
Hours of support services
Monday - Friday 9 AM to 6 PM (CST).
