Support Ticket SLAs

Resolution times are different depending on the type of ticket: 

• Billing/Payment related Tickets will be resolved within 1 business day if all required information is provided in the ticket.

• Billing Window Request Tickets will be resolved within 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-Database Scripts to change a value in a database table, will be resolved within 7-14 business days if all required information is provided in the ticket.

• Data Request related Tickets will be resolved within within 10-14 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 Raymond Duran Raymond.Duran@hsd.nm.gov.

• Error/Issue related 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.

• New feature requests will be reviewed by the appropriate teams for potential inclusion in a future release; tickets will be responded to and closed within 1-3 business days.

• User Access-related Tickets will be responded to within 1 business day if the required form is provided in the ticket.