Submitted requests for support are handled by Information Architect, Russ Pierce, and DITA Mentors.
Standard working hours for support are:
The following is the expected response and resolution times:
Priority 1 – Picked up within one hour and resolved ASAP (during standard hours)
Priority 2 – Picked up within four to six hours and resolved within one working day
Priority 3 – Picked up within six to eight hours and resolved within five working days
Priority 4 – Enhancement will be reviewed 1x/month and action taken if appropriate
However, issues that require a support ticket with a vendor or that require modifications to our stylesheets might take longer. We always try to resolve issues as quickly as possible
Examples of issues at different priority levels:
Priority 1: SDL system is not reachable, no one can publish any outputs, you have installed or reinstalled the software and you are unable to use it.
Priority 2: Errors in logs you cannot troubleshoot, outputs does not appear as expected, need assistance releasing content, need a permissions change, or request for addition of new product or application name, and request for a new condition.
