November 2009

Thanksgiving Holiday

By Jackie Flaherty

This is a reminder that we will be closed on Thursday and Friday, November 26 and 27 for the Thanksgiving Holiday. Also, you should know that any time you create a ticket or leave a voicemail at the office over the weekend or in the evening, those messages will not be answered until we're back in the office (M-F, 8am to 5pm CST). If you have an urgent matter, it's critical that you follow these procedures:

  1. Create a ticket in RT
    Provide as much detailed information as possible, such as URLs and screenshots, as appropriate, to help us replicate the problem or identify all aspects of the request.
  2. Call the office for more urgent items
    1. During our regular office hours, your call will be routed through Customer Support and one of our Customer Support representatives will assist you.
    2. Outside of office hours your call will be forwarded to an on-call service who will take your information and contact the person who is on call.
      • If the primary on-call person cannot be reached, the service has a list of back-up numbers and will call these until a live person is reached and the message relayed.
      • The on-call person who receives the call will return your call as soon as the message is delivered to let you know that we have received the call and to get any additional information they may require.
      • Ideally a ticket will have been created prior to the call or, for after-hours calls, while you are waiting for confirmation that your call has been received.

It is very important that you provide as much information as possible when submitting tickets, including but not limited to: URLs (links), screenshots, and step-by-step walk-throughs (where applicable). This information is useful in all types of requests, from a support request for a change to a report of an error. In the latter case, our first step is always to duplicate the conditions under which the error or problem was encountered; once this step has been completed, we can identify the root of the problem and provide a resolution in the most efficient manner possible.