Phone Support: 8am to 5 pm CST (Monday – Friday) (excluding company holidays)
Support Phone: (316) 686-3010
Case Logging:
Telephone Support
Email Support
Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that it provides to all other customers under support for no additional fee.
Bug fixes to bring the service into substantial conformance with its then current user guide.
Response time of 4 business hours
Resolution Process
1. Trouble Ticket opened
2. Assign engineer to determine and correct the error
3. Periodic reports on the status of the correction
4. Initiate work to correct the error
Scheduled Outages occur during Sunday morning between 8am and 12pm CST and after normal business hours. Customers will be notified via email for any unscheduled outage.
| SEVERITY | DEFINITION | RESPONSE GOAL | DETAILS |
| Severity 1 | Service substantially fails to perform | 1 hour | - Trouble Ticket opened - Assign engineer to determine and correct the error - Periodic reports on the status of the correction - Initiate work to correct the error |
| Severity 2 | Substantial degradation in performance of the Service | 2 hours | - Trouble Ticket opened - Assign engineer to determine and correct the error - Periodic reports on the status of the correction - Initiate work to correct the error |
| Severity 3 | Minimal to no impact on the availability or performance of the Service | 3 days | - Commercially reasonable efforts to include in next major release |