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Support Process
This document outlines the support process for a cient.
Below is a step by step outline that describes what happens when you submit a support request.
- Send an email to support@ifpeople.net to file a ticket in our system. Please be as detailed as possible in explaining your issue and provide steps for reproducing the problem.
- Within a few minutes you should receive an automated reply from the system. If you do not have a support plan, you will need to purchase support before your ticket is processed.
- If it is your first time using our ticketing system, you may receive an email that tells you that you do not have a support plan even if you already have one. If you do have a support plan, you do not need to do anything. We will review your ticket without delay and send you an email confirming your plan.
- If
you're ticket is filed before 4PM on a business day, it will be
reviewed that day. Tickets with critical importance (e.g. Help! My
site is down!) will be handled immediately.
- If a ticket requires custom development, it will be assigned to a developer who will estimate how long it will take to complete the work. You will receive an email when the work has been assigned.
- On the following business day, you will receive a message from the developer letting you know when you can expect the work to be finished. Work will begin on the ticket at this time.
- When the ticket has been resolved, you will be sent an email requesting that you confirm that the problem is solved.
- When you confirm that the problem is solved, the ticket will be closed.
- If you send no confirmation, the ticket will be closed after two days.