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.