We do our best to provide prompt and precise support. Please refer to the below description to be aware how your requests are being handles.
1. Ticket Expiration Policy
a. Notification email will be sent to the requester if
there is no update from the requester for 14 days.
b. Ticket will be closed if there is no update from the
requester for 7 days after the notification email.
2. Support Work Flow
a. Ticket is 1st tier support. CRM case is 2nd tier support
b. Once a ticket becomes a CRM case, ticket will be closed.
c. CRM case will follow the CRM Case process.
d. You can view your tickets in My activities > My requests.
e. You can view your Cases in My activities > CRM Case.
3. Closing a ticket
a. The ticket will be closed after 3 days the status is set to solved.