Hours of Operation

Unless otherwise noted in your Frequency Foundry Support Agreement, support services are available during regular business hours – Monday to Friday 8:00 AM to 5:00 PM excluding statutory holidays.

Opening Support Cases

Each customer with an active entitlement to support services must designate one or more approved support contacts. Each approved support contact will be provided access to the Frequency Foundry Support Portal. Once signed-in, an approved support contact can use the portal interface to create new cases, and review/update existing cases. 

Cases can also be opened by emailing ServiceDesk@FrequencyFoundry.com, or by calling 1.403.984.5655 during the hours of operation.

Please email ServiceDesk@FrequencyFoundry.com if your organization needs to add or remove people for the list of approved support contacts.

Case Priority

A system of tickets priorities is used by the Frequency Foundry. Any of the case’s priorities defined below can be set by the Customer when reporting an issue.  

Priority	Description
P1 (CRITICAL)	Priority 1 (P1) cases are used for errors or defects where there is a major impact on normal operation of the system and no practical work-around exists. A P1 case will include any issues which prevent successful completion of processes delivered to a public facing website used by the Customer’s clients.
P2 (URGENT)	Priority 2 (P2) cases are used for system errors or defects where normal system operation is affected to some degree and a satisfactory work-around is not available.
P3 (STANDARD)	Priority 3 (P3) cases are used for errors or defects that do not affect normal system operation. This priority of ticket is the default for all cases which do not involve the availability of the system. This priority allows for work to be scheduled as part of a planned maintenance update based on SLA’s agreements.
P4 (SYSTEM CHANGES/INFORMATION)	Priority 4 (P4) cases are used when there is no error or defect. These can include requests for enhancements/modifications to regular system operation, or requests for information. P4 cases are normally out-of-scope for regular support services.

Scope of Support Services

Please reference your support agreement for details about which software systems are supported for your organization. 

Cases concerning errors or defects in supported software are in-scope for support services. These include any instances where a supported system is behaving in an unexpected way or there is a risk of disruption to the system’s normal function. Support developers will investigate these issues and determine if any corrective action is required.  

All requests, inquiries, and issues that are unrelated to potential errors or defects are out-of-scope for support services. Out-of-scope requests include:

• Enhancements and re-configurations
• Issues with customer-built solutions
• Product training
• Consulting
• New integrations

Opened cases that concern out-of-scope topics will be (re)assigned a priority of P4. Customers may work with their Customer Success representative to explore options for supplemental development, training or consulting services.  You can email CustomerSuccess@FrequencyFoundry.com for more information.

Case Statuses

Each newly created case will automatically be assigned the status “New”. The case status will be updated to “Triaged” once it has been assigned to a support developer. The developer will set the status to “In Progress” when they begin their investigation. 

As the investigation proceeds, the status will be updated accordingly. The following table provides a description of the most common case statues. Note the following terminology used in the status descriptions:

• Support developer: the primary developer on the Frequency Foundry staff that are assigned to investigate the support case.
• Customer: the approved support contact that is managing the case on behalf of an organization that has an active entitlement to Frequency Foundry Support Services
• Third-party vender – an official Frequency Foundry partner vendor (see your Support Agreement for additional details)

Case Status Description

Status	Description	The Case is Waiting On
Triaged	The case has been assigned to a support developer.	Frequency Foundry
In Progress	A support developer is actively working on the case.	Frequency Foundry
Ready for Customer Testing	The support developer has completed and implemented changes. The case is waiting on the Customer to test and confirm the system is now working as expected.	Customer
Waiting on Details	The Customer has been asked to provide additional information. The support developer may not be able to continue their investigation without further information or direction.	Customer
Information provided by the Customer	The Customer has added a comment to the case and the case is to be reviewed by a support developer.	Frequency Foundry
In Progress with T/P Partner	The case has been escalated through the support channels of an authorized third-party (T/P) vender. The Frequency Foundry support developer will continue working with the T/P on behalf of the Customer, providing updates as additional information is provided.	Frequency Foundry/ third-party vendor
Ready for Deployment	The support developer has completed and implemented changes in a non-production environment. Customer approval is required before changes are implemented in the Production environment.	Customer
Customer Non-Responsive	After a case has been waiting on the Customer for 4 consecutive business days without any response from the Customer, the case will be automatically updated to the non-responsive status. The case will remain in this status for 1 business day. After this business day has elapsed, the case will automatically be resolved.	Customer

 

Case Inactivity Policy

Any case which is waiting on the customer (see Support Statuses section) for 5 consecutive business days without any activity will be automatically closed as “Resolved – No Response from Customer”.

Courtesy reminder emails will be periodically sent to customer contacts while waiting for information or approvals.  After a case has been waiting on the Customer for 4 consecutive business days without any response, the case will be updated to the “Customer Non-Responsive” status. The case will then be resolved after 1 more business day has elapsed without any activity.

Reopening Cases

Any case can be reopened after it has been marked as Resolved. To reopen a case:

1. Use the drop down to select “Resolved Case”

2. Click on the case you want to reopen.
3. Click on “Reopen Case” at the bottom of the timeline.

4. Confirm you want to reopen the case.

5. The case will no appear as “Active In progress” again and be moved back to the open cases list.

6. Add a portal comment to explain the situation as to why the case needs to be reopened.

Escalations

If you would like to increase the priority of a case (see Case Priority Section), you can formally request an escalation in one of two ways:

1. Request an escalation via a comment in the case.

When requesting an escalation in a case comment, please include the following details:

• Desired case priority (P2 or P1)
• Reason for the escalation request

2. Request an escalation via email.

Escalation requests can be sent to  servicedeskescalations@frequencyfoundry.com. Please be sure to include the case number in the email. Here is the recommended email format:

Subject: Escalation request for case [insert case number]

Body: Please escalate the case to priority [insert desired priority].

We are requesting the escalation because [insert reason for escalation].