Time Zone Changes

• All company times displayed in our help center, support communications, and more are all in Eastern Time.

Status Changes

• We will have new status in Zendesk and may add more if we need to be more clear on what the status of your ticket is. 

Ticket Status Changes

• Sev 1 --> Urgent
• Sev 2 --> High
• Sev 3 --> Normal

SAML/PHI Changes

• All SAML and PHI information should be sent to us in a secure email. 
• You can send a secure email to our support email address or we can use our secure email provider if you don't have one.

Ticket Reminders

• We will be sending reminder emails automatically to you that are sent by the system (3 business days and 5 business days).

New Urgent/Outage Workflow

• Phone number will lead to a voicemail box
• All voicemails will create an urgent ticket
• All urgent tickets and voicemails will page our on-call support agent and give a response within 1 hour
• 2 Week on-call schedule
  • First 60 mins will ping the on-call agent
  • If missed, next 30 mins will ping the manager