FAQ
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Frequently Asked Questions about ifPeople Support
How do I know which support plan I need?
What can be covered under support plans?
What is the response time or SLA for your support plans?
How do I open a support ticket?
What information do I need to include when I send a ticket?
Is there anything I can do to get my ticket dealt with faster?
How do I know if you received my ticket?
How do I know which support plan I need?
We hope that all clients will consider a Support Retainer to have access to regular, ongoing help to make sure you are successfully using technology. If you are still considering other options, see which sitation best describes your support needs:
- I can't get it all done and need extra help on a regular basis (Plan: Support Retainer)
- I have an urgent issue I need solved NOW (Plan: On Demand Support)
- I have occassional need for help (Plan: Support Hours)
What can be covered under support plans?
We want ifPeople Support to be your go to resource for your technology help. Under Support Plans, we will provide any of the services and skills we offer (consulting, development, training, project management etc) on any of the technologies we support (Plone, salesforce.com, Salsa,Google Apps, Email marketing, SEO, Social Media).
What is the response time or SLA for your support plans?
Standard SLA is: response time is 1 business day and the completion of the work may take up to 4 business days depending on the scope. Communication is email-based. On Demand SLA includes response time is 1 hour and completion of the work within 1 business day.
How do I open a support ticket?
Send an email to support@ifpeople.net to open a ticket in our Support system. Please be as detailed as possible in explaining your issue and provide steps for reproducing the problem.
What information do I need to include when I send a ticket?
Please include as much information as possible so that we can replicate the situation and also know that we are seeing what you are seeing. Where relevant, include URLs, usernames, error messages (complete), and the steps you took to create the problem. Receiving good information in your support ticket will help us provide better service to you.
Is there anything I can do to get my ticket dealt with faster?
After you send an email with the ticket details to support@ifpeople.net, you can call us to alert us of your ticket at 678-608-3408.
How do I know if you received my ticket?
You will receive an auto-response email once your request is received. If you do not receive this auto-response email within 15 minutes of sending your email, you should call us at 678-608-3408.
