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Billing/Payment related Tickets will be resolved within 24 hours 1 business day if all required information is provided in the ticket.
Billing Billing Window Request Tickets will be resolved within 24 hours 1 business day if the required form, Program/Project, and approval is are provided in the ticket.
Note: Approved requests must come from your Collaborative Member Agency.
Data Change related Tickets Data Change-Database Scripts to change a value in a database table, will be resolved within 7-14 days 14 business days if all required information is provided in the ticket.
Data Data Request related Tickets will be resolved within within 710-14 days 14 business days if all required information is provided in the ticket. Error
Note: if your request needs to be fulfilled in under 10 days, please request approval from Raymond Duran Raymond.Duran@hsd.nm.gov.
Error/Issue related Tickets will be investigated and resolved within 72 hours if all required information tickets will receive a response within 1-3 business days, and resolved as quickly as possible. To minimize resolution time, please include in the ticket a screenshot and all information required to reproduce the issue and a screen shot is included in the ticket. New Feature Request Tickets will be placed on the NMSTAR Product Backlog and prioritized. The ticket .
New feature requests will be reviewed by the appropriate teams for potential inclusion in a future release; tickets 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 within 1-3 business days.
User Access-related Tickets will be responded to within 24 hours 1 business day if the required form is provided in the ticket.
For all questions/issues email support@fallingcolors.com