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team provides a response. If a development item opens, you will be provided with a development tracking <br />number upon request. Issues escalated to development will be scheduled for resolution and may not be <br />resolved immediately depending on the nature and complexity of the issue. If an issue is determine to be <br />an enhancement or feature, we will log a ticket in our product management queue and will notify you <br />when a release has been made available. <br />You may contact the support department at your convenience for a status update on your development <br />issues. <br />Ticket Priorities <br />In an effort to assign our resources to incoming tickets as effectively as possible, SmartWorks has identified <br />three ticket priorities: 1(high/critical), 2(medium), and 3(low). The criteria used to establish a ticket priority are <br />as follows: <br />0 Program errors without workarounds <br />0 Incorrect calculation errors impacting one-third of records <br />0 Error messages preventing data integration and update <br />0 Performance issues of severe nature impacting critical processes <br />Note: in most cases issues affecting a test environment only will not be <br />considered a priority of 1 <br />2 0 System errors that have workarounds <br />0 Calculation errors impacting less than one-third of records <br />0 Reports calculation issues <br />0 Performance issues not impacting critical processes <br />& Usability issues <br />0 Workstation connectivity issues (Workstation specific) <br />3 0 Training questions, how to, or implementation of new processes <br />0 Aesthetic issues <br />0 Issues where a workaround is available for a large majority of cases <br />0 Recommendations for enhancements on system changes <br />0 Questions on documentation <br />0 Test environment issues or questions <br />Response Times <br />Response times will vary and are dependent on the priority of the ticket. We do our best to ensure that we <br />deal with incoming tickets in the order that they are received, however, tickets will be escalated based on the <br />25H-197 <br />