AUTOMATION | PROCESS INTERSTATES SUPPORT OVERVIEW
CREATING A SUPPORT TICKET
NON-CRITICAL ISSUES No Production Impact
CRITICAL ISSUES Production Impacted or Stopped
Response Time 24x7 Less than 30 minutes Call +1.712.938.0050 Details
Response Time 7:30am-4:30pm EST Depends on Urgency (High Priority 2hrs, Low Priority 2 days)
Email client.support@interstates.com Please Include: -- YPohuornneanmume ber where you can be reached -- PKleaynDt oetraSiliste(uNragmenecy, plant area, device, - mDaotteora,npdrotcimeses,oefttch,)e issue (if known)
Web Portal c h ehrt wt pesl:l/o/ni nd teemr satnadt e. cso. m
Ideal Use Cases: -- CV ri eewa t et i ac kneet ws t taitcukse t -- ARedodpneonteastitcokaetti(cwkeitthin three days of - Rreesvoieluwtiaolnl )closed tickets
with c C r d w ill troubleshoot over the phone as much as possible. a a e l a s li u t n e p g a p p o t u i r c t t k s t e e y t c o o h u n n d i y c ir o ia e u n c r t 2 l b y 4 e i h x n 7 a t l w o f u a h n c o h
Ttoogaecttisveatteupy.our web portal access, please send an email to client.support@interstates.com indicating that you would like GETTING ACCESS TO THE WEB PORTAL
TICKET MANAGEMENT -- LIFECYCLE & NOTIFICATIONS You can expect to receive an email notification anytime… aa ntiecwkettiicskmetoidsicfrieedat(eadnew note is added to the ticket) aantiacnkeatlyisstrseesnodlvseadfollow-up communications
AYollunmotaiyficraetpiolyndsiwreiclltlcyotmoeanfryomemcaliiel nast.slounpgpoarsty@oiunDteOrsNtaOteTsC.cHoAmNGE THE SUBECT LINE. Any replies will be recorded as a nWohteenonanthaentailcyksettm. arks the ticket as “Resolved,” you will receive an email with resolution notes and instructions on how to re-open the ticket. If you do not re-open the ticket, it will automatically close and be archived as read-only.
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