Following the submission of an incident, a Product Support representative will work to resolve the incident.
If the incident is a product usage question or the result of user error, Product Support provides you with the technical documentation required to resolve the incident.
If the incident is the result of a MoversSuite product error, Product Support attempts to provide you with a workaround to the issue so work can be continued. If a workaround cannot provide, Product Support forwards the incident to the engineering department for review and fix in a future release.
If the incident involves a third party application and the issue is not directly related to the integration between the products, you may be referred to the vendor of the third party application.
1.6.1 Incident resolution time
After an incident has been submitted, Product Support will continue to work with you, keep you updated regarding the progress via the Help Desk, and strive to resolve the incident in a timely manner that minimizes the impact on your organization.
Due to the unique nature of many of the incidents Product Support may receive it is not always possible to provide a specific amount of time that it will take to resolve a specific problem.
1.6.2 Incident Escalation
If an incident requires escalation you can update the incident using the Help Desk or contact Product Support at (970) 256-1616 with the incident number. Please provide a timeframe in which the incident needs to be addressed and Product Support will work with you to create a plan of action to resolve the incident within the specified time.
1.6.3 Incident resolution
When your incident is resolved Product Support closes your case and sends email out from Help Desk indicating the resolution. Incidents may be closed with a variety of different resolutions and the primary resolutions are described as follows:
•Technical information on a particular feature or function or documentation needs to be provided
•An alternate procedure (workaround) needs to be provided
•Formal enhancement request to the engineering department needs to be submitted (enhancement requests are analyzed and prioritized for resolution in future software releases; submission of an enhancement request does not guarantee when it will be incorporated)
•Incidents for time-sensitive, critical issues need to be escalated
1.6.4 Product defects
When critical or serious issues are caused by defects in MoversSuite products, Product Support will attempt to provide a resolution to the issue. The resolution may consist of the following:
•Workaround provided
•Enhancement request submitted
•Patch issued (critical issues only)
1.6.4.1 Workaround provided
A workaround circumvents a defect by changing your work process. Workarounds may entail some additional, manual effort on your part. However, because of the lead times required to ensure quality in new releases and patches, a work around may be the only resolution possible.
1.6.4.2 Enhancement request submitted
If a product defect is identified or functionality can be improved a formal enhancement request is submitted to the EWS engineering department. Enhancement requests are analyzed and prioritized by EWS for resolution in future software releases based upon a variety of criteria such as the frequency of occurrence, the severity of the issue, and the impact it will have on users at large. Submission of an enhancement request does not guarantee when or if it will be incorporated.
1.6.4.3 Patch provided (critical issues only)
Under very strict circumstances EWS may provide you with a patch only if the following occurs:
1. A product defect is critical (major feature of the product that stops its use) AND
2. The product defect is time sensitive in your organization AND
3. There is no practical workaround THEN
Product Support will submit a patch request to the engineering department. Patch requests are reviewed to confirm the critical nature and analyzed to produce the best possible solutions.
Patches may be cumulative and contain fixes to more than one problem. Patches may be made available for download to all customers on the support website.
Problems fixed in a patch are also fixed in the product’s next full release. The technical resolution may differ when implemented in the next full release to accommodate the wider customer requirements and any new functionality. This may require a process change to adapt to the new implementation.