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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 Window Request Tickets will be resolved within 24 hours 1 business day 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-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 10-14 days 14 business 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 KempRaymond 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 screenshot is included in the ticket.
New Feature Request Tickets feature requests will be placed on the NMSTAR Product Backlog and prioritized. The ticket 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 personnelwithin 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.
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