Support
Cybersoft will provide, as part of the warranty and maintenance contract, toll-free phone and
e-mail support to respond to meet the district's support needs.
Cybersoft uses various remote access methods to connect to server or client computers depending on the district guidelines. Some problems can be resolved directly over
the phone. Some require a help desk agent to connect to the PC to look through the application or logs to determine the problem. In the case that a defect is found in the
software, fault mapping and root cause analysis are done to identify and fix the problem.
Toll-free support will be available from 6:00 AM – 6:00 PM, CST, Monday through Friday, except on the holidays listed below.
Observed Holiday's
- New Year Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Day
Problem Reports
| Priority |
Description |
Expected Response Time |
Maximum Response Time |
| P1 |
Critical problem. System down, no workaround available. |
15 minutes |
1 hour |
| P2 |
Serious problem. System impaired no effective workaround available. |
30 minutes |
3 hours |
| P3 |
Serious problem. System degraded; acceptable workaround available. |
2 hours |
1 business day |
| P4 |
Minor problem. System functioning with limitations or undesirable behavior. |
1 business day |
5 business days |
Issues are classified according to their nature and severity. Problem reports are classified P1 to P4, depending on the severity and customer impact. Feature and service
requests are classified R1 to R2, depending on the nature of the request. Maximum response times are for response by a trained product specialist. Response may be requested
by telephone or e-mail.
Escalation Procedures
The initial classification of problem/request is indicated by the customer when submitting an issue report. Cybersoft support personnel may modify the priority (up or down)
after communication with the customer. If an issue remains open longer than the maximum times listed below, it is escalated up through the support organization, and then to
executive management.
Customers may also request escalation of an issue by contacting their account representative.
Incident Tracking Procedure
Cybersoft uses Microsoft CRM to track support calls and problem reports. Cybersoft assigns an incident ID for all problem reports and requests logged by customers. This incident
ID can be used to identify the respective incident with Cybersoft support personnel and to track the incident progress until it is resolved to the customer’s satisfaction.