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technical_support_agreement [2019/04/19 16:21] rijk [Technical Support Agreement] |
technical_support_agreement [2019/04/19 16:22] rijk [Process] |
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Please follow these steps when you want support for an issue: | Please follow these steps when you want support for an issue: | ||
- | - A //Member// should first consult his assigned Deployment or Integration Partner on any issue. | + | - A //Resident// should first consult his assigned Deployment or Integration Partner on any issue. |
- | - Deployment and Integration Partners provide Level 1 support and may resolve the issue right away. When Level 2 support is needed either the Partner or Member | + | - Deployment and Integration Partners provide Level 1 support and may resolve the issue right away. When Level 2 support is needed either the Partner or Resident |
- | - When you "Open a New Ticket" | + | - When you "Open a New Ticket" |
- Visitors can obtain credentials by sending a request to **[[Join|join]]** for a restricted period. | - Visitors can obtain credentials by sending a request to **[[Join|join]]** for a restricted period. | ||
- | - Issues from Members | + | - Issues from Residents |
- Support requests will be assigned a ticket number that should be used on all related correspondence. | - Support requests will be assigned a ticket number that should be used on all related correspondence. | ||