Service requests (tickets) for all Software technical support may be submitted online here using this Help Desk Portal.

Tickets can be raised for all sorts of service requests and not just technical issues. Here is an overview of the end-to-end process when you create a ticket.

When raised, your ticket will have a status of “New”. Based on the ticket priority you set (refer to Understanding Service Request (Ticket) Priorities for a definition of priorities) you should receive an initial email response as per the Initial Ticket Acknowledgement response time detailed in Technical Support Policies. This email will confirm the unique ticket request number for your service request. Your ticket will be assigned to a Certero Consultant who will then arrange for you to be contacted bu email or a telephone call within the Initial Contact from Certero response time, also detailed the our Technical Support Policies. The Certero Consultant will then establish a better understanding of your ticket and will agree the next actions and timescales with you to progress.

Your ticket will have its status typically changed to:

• “Open” if being actively worked on by the Certero Consultant

• “Pending” if Certero require You to provide a response of some sort

Finding a Resolution

Once the Certero Consultant has established a better understanding of your ticket, they will communicate with you to identify a suitable resolution. This may be something that can be executed in a relatively short time period, or given the nature of the any proposed resolution, may take a longer time period. For example, the next steps may require the development of Software updates, fixes and/or critical patch updates, or perhaps more investigation with regards to recreating an environment to recreate the Your situation. In any event, the Certero Consultant will communicate with You and ensure Your ticket is maintained accordingly.

Until a ticket is resolved, its status will typically be changed to:

• “Open” if being actively worked on by the Certero Consultant

• “Pending” if Certero require You to provide a response of some sort

When the ticket has been resolved its status will be set to “Solved”.

Awaiting Response

In the event progression of a service request is dependent upon a response from either a third party (not You) or an internal Certero function (such as when there may be a change to the Software) then the service request ticket will be updated accordingly and its status will be set to “On-hold” until such time as it can be progressed by either You or Certero.

Automatic Closing of Tickets

Unless you update Your ticket after it has been resolved, it will automatically close four (4) days after status is set to “Solved”. When closed, the ticket status will be set to “Closed”.

You can find more details within the Certero Technical Support Policies.