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New Year's Day <br />Closed <br />President's Day (USA) /Family Day (Canada) <br />Closed <br />Victoria Day (Canada) <br />Closed <br />Labor Day <br />Closed <br />Canada Da Canada <br />Closed <br />Thanksgiving Day (Canada) <br />Closed <br />Christmas Eve <br />Early Closure (noon EST) <br />Christmas Day <br />Closed <br />Boxing Day (Canada) <br />Closed <br />Ticket Process <br />All issues or questions reported to support are tracked via a TeamSupport Customer Hub ticket. Our support <br />analysts cannot provide assistance unless a support ticket is logged. The use of a TeamSupport ticket allows us <br />to track the resolution of your issues. As well, it helps us measure our activities so we can properly forecast <br />our staffing requirements. Our current process for logging tickets includes the following: TeamSupport's <br />SmartWorks Customer Hub (via website), email, phone and fax. <br />• Your ticket must contain at a minimum: your organization name, contact person, software product and <br />version, module and/or menu selection, nature of issue, detailed description of your question or issue and <br />any other information you believe pertinent. <br />• Our support system or one of our support analysts will provide you with a ticket id to track your issue and <br />your ticket will be logged into our support tracking database. <br />• Your ticket will be stored in a queue and the first available support representative will be assigned to deal <br />with your issue. <br />• As the support representative assigned to your tickets investigates your issue, you will be notified of status <br />updates, actions and a resolution plan via the support ticketing system. If we require additional <br />information, you will be contacted by the assigned support representative to supply the information <br />required. <br />• All correspondence and actions associated with your ticket will be tracked against your ticket ID in our <br />support database. At any time, you may log onto our website to see the status of your ticket. <br />• Once your issue has been resolved, the ticket will be set to a "Resolved" status. You will then have time to <br />evaluate the resolution and provide feedback. Once you are satisfied that the issue has been addressed, <br />you will then close the ticket. We will do our best to provide you with adequate time to evaluate the <br />resolution. However, we will then close a ticket if we do not receive any feedback for an extended period <br />of time. You will always be notified of a pending or actual ticket closure. You will have the option of re- <br />opening the ticket if needed. <br />• Once your ticket has been closed, you will receive an automated notification by email. This email will <br />contain the entire event history of the ticket from the time it was created and leading up to the resolution <br />of the ticket. You also have the option of viewing both your open and closed tickets, if available to you, via <br />our website. <br />• If your issue needs to be escalated to a development resource or programmer for resolution, your issue <br />will be forwarded to our development team. Your support ticket will remain open until our development <br />25H-196 <br />