Resolution times are different depending on the type of ticket:
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 is provided in the ticket. Note: Approved requests must come from your Collaborative Member Agency.
Data Change related Tickets will be resolved within 7-14 days if all required information is provided in the ticket.
Data Request related Tickets will be resolved within within 7-14 days if all required information is provided in the ticket.
Error/Issue related Tickets will be investigated and resolved within 72 hours if all required information 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 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.
For all questions/issues email support@fallingcolors.com
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