We encourage our customers to log support tickets directly through our Support Portal but we also welcome tickets submitted by Posimente partners on behalf of our customers.
Before submitting an enquiry or issue with us, please take note of the following:
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.
