An incident is created each time product support is contacted and is assigned a priority level.  The priority will need to accurately reflect the severity of the incident according to the following criteria:

 

EMERGENCY

An incident is an emergency when a major feature of a MoversSuite or Microsoft Dynamics GP product is not functioning and a lack of access to that feature has a critical impact on your business operations.  Work cannot reasonably continue and the situation is urgent and a temporary workaround or alternative is not available.

 

HIGH

An incident is high if functionality in   MoversSuite or Microsoft Dynamics GP product is severely degraded or restricted but business or operations can continue.

 

MEDIUM

A medium incident has minimum impact on business or operations. It may be a non-critical problem or defect that makes a MoversSuite or Microsoft Dynamics GP product inconvenient to use but does not affect its general functionality. 

 

LOW

An incident with a low priority has little or no impact on business or operations.  It may be a cosmetic issue that does not impact in any way the functionality of a MoversSuite or Microsoft Dynamics GP product.  It may also be a feature request, documentation issue, or question on how to use a product feature.

 

All product enhancements are classified as low.  If you have an enhancement request that you believe is critical to your company’s business or operations, please indicate that when opening the incident.

 

The following steps will need to be taken to ensure that the necessary information is available to resolve your incident:

 

1.   Gather information on the incident

2.   Log a new incident on the support website

3.   Use the support website to manage the incident

 

Gather information on incident

 

Before submitting an incident to  product support, gather the information needed to provide  product support with data to reproduce and investigate the problem. It is very important to thoroughly prepare the description and supporting data to avoid delays in resolving the incident. Product support may need and request additional information depending on the nature of the incident.

 

When logging an incident, the following information is required:

 

•      Categorization of the problem

•      MoversSuite or Microsoft Dynamics GP product name and version, e.g. Order Information 3.6.10.12345

•      Exact full text of any error message and the error number

•      The exact steps required to reproduce the problem. After documenting the steps, try them again before sending them to product support to ensure that the steps are correct

•      Other explanatory notes regarding the problem. For example, can you reproduce the problem or does it happen intermittently?  Does the problem happen to all users or a select few?  Does it happen on all workstations or only selected workstations?

•      Incident type – question, problem, enhancement or training

•      Any attachments relative to the incident

 

Log a new incident

 

After the required information has been compiled for product support to reproduce and resolve the incident, log the case with  product support by either creating a new case through the support web site, the preferred method for submission and self-management of your cases, or by telephone.

 

Submit an incident through the support web site

 

To submit a new incident to technical product support, go to the support web site available through support.moverssuite.com.  Provide sufficient detail to allow product support to reproduce the problem and include all necessary attachments.  Incidents logged through the support website are automatically placed into the support queue and will be resolved according to their priority level and the order in which it was received.

 

Submitting an Incident

1.   Access the support website at support.moverssuite.com,

2.   Select  Support > Submit Incidents from the main navigation on the left-hand side of the screen,

Figure 21: Support > Submit Incident

3.   If not already logged-in, then enter Username and Password on the Customer Login page.  Note: Username and Password are provided by MoversSuite to designated technical contacts only.  See the Product Support Agreement for details,

4.   Once logged into the New Incident Ticket screen, fill in the appropriate information and press the Save (  ) or Save and Close Window (  ) button to submit the ticket.

Figure 22: New Incident Ticket screen

 

To ensure a prompt turnaround time on the incident, verify that all procedures specified within the Product Support Agreement have been performed and that the Status and Priority fields are accurately set.

 

The existing incidents can be viewed by accessing the support site and selecting View Incidents.

 

Figure 23: Support > View Incidents

 

After submitting the incident, the support site will return an incident number confirming the information submitted.  Additional information and attachments can be added to the incident from the support site detail page.  Save the incident number and use it for any further communication regarding the incident.

 

Submit an incident by telephone

 

If for some reason you do not have access to the support website, you can call (970) 256-1616 and select Option 2 to create an incident.  Incidents submitted by telephone will be entered in to the support queue at the close of current business day and will be in line to be resolved the following business day.  This does not apply to the submission of emergency  incidents.

 

Once product support has entered the incident into the support site, an incident number confirming the information submitted will be emailed.  The incident will be resolved according to its priority level and the order it was entered on the next business day.  Additional information and attachments can be added to the incident from the support site detail page.  Save the incident number and use it for any further communication regarding the incident.

 

Call-In Options

 

Menu Option	Function
1	Sales and Marketing Select option 1 for our Sales and Marketing Department.
2	Support Select option 2 for the next available Support representative.  All emergency issues related to Microsoft Dynamics GP (Great Plains), MoversSuite and TTI/RMS Software should be addressed through this option.
3	General Accounting Select option 3 for questions regarding billing and accounting of products and services.
If you know your party’s extension you can dial at anytime during the menu option message.