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Before submitting an enquiry or issue with us, please take note of the following:
Technical Request Forms
We’d like to highlight some fields on our Technical Request form which are sometimes missing information, causing a delay in our initial assessment of the ticket. Please assist us by completing these fields:
Customer Name - this helps us validate the information and add the enquiry to the customer’s history.
Salesforce Org ID or DMS Customer Number - this helps speed up our initial investigation. Please note if our team need to access a Salesforce Org, we will require you to complete an access authority form on behalf of the customer. This will be displayed on the ticket as required.
Support Policy
We encourage you to review our Support Policy (included as part of our Product Licence Agreement), which outlines the our support scope and limitations. Here are some key aspects for your information:
Service Level Agreement
We will acknowledge receipt of your support request and commence initial investigation and work within the following timescales, as outlined in our Support Policy :
High severity: 1 business day
Medium severity: 2 business days
Low severity: 5 business days
Every effort is made to resolve the support request within a reasonable timeframe based on priority level, however Posimente does not guarantee a set time or day for issue resolution.
Technical Request Forms
We’d like to highlight some fields on our Technical Request form which are sometimes missing information, causing a delay in our initial assessment of the ticket. Please assist us by completing these fields:
Customer Name - this helps us validate the information and add the enquiry to the customer’s history.
Salesforce Org ID or DMS Customer Number - this helps speed up our initial investigation.
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Supported Product Versions
Before submitting a customer request, we recommend reviewing our Product Releases page on our knowledge base to check if the customer is using a support product version.
We generally offer support for product versions released within the last two years (or the product version that is the most recent release of that package), however we may request the customer upgrade to a later version if we identify the issue has been resolved in a subsequent release.