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→What the Support Desk Does
For these types of issues the Community Support Desk will redirect to the appropriate industry or technical specialist.
In all cases a ticket number is issued and an email sent to you confirming that the issue has been logged, even if the issue was resolved on the first call. Where the ticket cannot be resolved on the first call the issue will be managed by Community Support Desk personnel - even if other specialists are involved.
The [[Service Levels]] determine the classification and process of each Support Ticket:
||Issues relating to system availability or performance preventing usage or access to the system as a whole or to its primary functionality.
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'''Server Unavailable'''
* This critical impact ticket was raised for an issue that directly affected system availability for multiple users.
* Client was unable to log into their SmartSimple [[instance]] and was receiving an error message stating that the server was unavailable.
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'''User Unable to Submit Application'''
* This high impact ticket explained that an end user was unable to submit their application.
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Client promptly emailed SmartSimple Support with the user's name, email, application ID, and grant program.
<br />Support checked the relevant application and determined a portion of the budget had not been completely properly. The end user was notified and the application was successfully submitted.
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||Issues that prevent a subsection of the system processes from working for all users or configuration changes that need to take place in a timely manner.
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'''Payment Activities Not Saving'''
* This medium impact ticket stated that changes made to Payment Activities ([[Level 3 Entity|L3s]]) were not being applied after saving.
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The client submitted a ticket explaining which grant the error was applicable to, which level of activity, the details of the issue, and a specific example with the application ID.
This issue was resolved once support Support notified the client that these activities were meant to be created through an automated process (called [[Payment Scheduler|'''Batch Create Payment''']]) and not created manually, which is why they were experiencing the issue. The automated process was utilized to create the payment activity and the client was able to continue their work.
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||General questions relating to configuration.
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'''Make Report Exportable'''
* This low impact ticket was submitted asking that we assist a client with making an existing report exportable.
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The client contacted Support with the process they were attempting to do, the relevant IDs, and what outcome they wanted.
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==What other support options are available through the [[SmartSimple]] Community?==
