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Billing/Payment related Tickets will be resolved within 24 hours if all required information is provided in the ticket.
Billing Window Request Tickets will be resolved within 24 hours if the required form, Program/Project, and approval are provided in the ticket.
Note: Approved requests must come from your Collaborative Member Agency.
Data Change related Tickets, in which an item within the system needs to be updated or needs to be removed, will be resolved within 7-14 days if all required information is provided in the ticket.
Data Data Request related Tickets will be resolved within within 10-14 days if all required information is provided in the ticket.
Note: if your request needs to be fulfilled in under 10 days, please request approval from Stanford Kemp.
Error/Issue related Tickets will be investigated and resolved within 72 hours if all required information to reproduce the issue and a screenshot is included in the ticket.
New Feature Request Tickets will be placed on the NMSTAR Product Backlog and prioritized. The ticket will be responded to and closed but the actual system enhancement time frame is variable and must be approved by the Collaborative designated personnel.
User Access-related Tickets will be responded to within 24 hours if the required form is provided in the ticket.
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