Wellsmith technical support is committed to providing an initial response to all participant inquiries within 24 business hours. An initial response is defined to be the first contact by a Wellsmith technical team member after the inquiry is submitted via email, text message, or voicemail.

For each inquiry, a ticket is created. The ticket is assigned a Type:

  • Problem
    • An outage of service, error, or some other user interfering behavior that exists in an existing feature.
  • Question
    • An inquiry for information or direction on how to interpret or use an existing feature.
  • Request
    • A recommendation of a new feature or suggestion of how to improve an existing feature.
The ticket is also assigned a Priority:

  • High
    • Impact: Outage of service.
    • Initial Contact: < 4 hours
    • Status Updates: < 4 hours
    • Management Escalation: Immediate
  • Medium
    • Impact: Error or unavailability of a significant feature that prevents a workflow from being completed.
    • Initial Contact: < 24 hours
    • Status Updates: as appropriate
    • Management Escalation: as appropriate
  • Low
    • Impact: Error or unavailability of a feature that does not prevent a workflow from being completed or can be worked around.
    • Initial Contact: < 24 hours
    • Status Updates: as appropriate
    • Management Escalation: as appropriate
Any inquiry that is assigned a Type of "Problem" or "Request" with a Priority of "Low" may be acknowledged, documented, and closed without a guaranteed delivery date.