Posimente Partners: Logging tickets for customers

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:

Technical Request Forms

We’d like to highlight some fields on our Technical Request form that are sometimes missed, causing a delay in our initial assessment of the ticket:

• 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.

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Support Policy

We encourage you to review our Support Policy (included as part of our Product Licence Agreement), which outlines our support scope and limitations.

Basic customer support is included in our product licence fee. If a client requests support outside our support scope, we will notify the client and request they speak with their Posimente partner, or request a quote for paid support

Service Level Agreement

We will acknowledge receipt of your support request and commence work within the following timescales, as outlined in our Support Policy. Our team reserves the right to modify the severity level of the request if required:

• High severity: 1 business day

• Medium severity: 2 business days

• Low severity: 5 business days

Please note: 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.

Supported Product Versions

Before submitting a customer request, please review our Product Releases page on our knowledge base to check if the customer is using a supported 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.

Feature Requests

We accept feature requests anytime through our Support Portal form, which are forwarded to our Product Manager for review. Our process is as follows:

• Customer request is received through our Suggest a new feature form

• Our team forwards it to our product manager for consideration. It is their decision whether or not to include the feature on the product roadmap

• In some cases, we offer the client the opportunity to pay for the enhancement. If they are interested, we will:

  • ask our team to provide an estimation of time required (from initial scoping to QA)

  • a quote will be prepared and emailed to the client for approval

  • If the client agrees to the quote, we will provide an estimated timeframe to complete the work and the client will receive an invoice for the work prior to the work starting