Reporting a Case
When contacting Technical Support, a support case is initiated. Each support case is assigned a unique case number (for example: CAS-1593-5GR7) that TenDigits uses to track your issue from initiation to resolution. Please ensure that the support case number is always indicated for all communication relating to that specific issue. Omitting the Support Case Tracking Number will delay the process.
You will be provided with your support case number either at the end of your call with a TenDigits Technical Support Representative or via an automated email receipt when submitting a Support Case Request using email, the online self-service web page or using the embedded self-service tool located within the MobileAccess administration console.
Case Severity
All requests for support are initially deemed to be ‘problems’ by the TenDigits Technical Support team and will be handled according to the response and escalation policy. A problem can include any issue that you wish to report, where MobileAccess software is not functioning according to the product specifications. As the problem gets reported, indicate its impact to your organization and together you and the TenDigits Technical Support representative will determine the severity classification of the problem. Problem classifications are outlined in the table below:
| Severity | Description |
|---|---|
| Critical | A catastrophic problem that causes a total loss of service for which no procedural workaround exists. This problem may affect the MobileAccess server, the CRM server(s), or a majority of the deployed smartphones. The problem severely affects the ability to conduct business. |
| Serious | A high-impact problem that causes a partial loss of service or disruption of operations. This problem may affect the MobileAccess server, the CRM server(s) or a majority of the deployed smartphones. Despite the problem, your organization can remain productive and maintain necessary business-level operations. |
| Normal | A medium to low-impact problem that involves partial functionality loss, which impairs some operations but still allows your organization to continue to function. |
| Low | General usage questions, suggestions or comments. There is no impact on the quality, performance, or functionality of your MobileAccess solution. |
Other support options may be available through your MobileAccess Partner, the handheld manufacturer or your mobile operator/wireless carrier. Please contact them directly regarding additional support options available to you.
Access TenDigits eSupport Portal.