Support Ticket Triage Matrix

Level	Response Time
Down System: No users are able to log in	Immediate 24×7×365 (If system is completely down after regular hours, customers may access Support through our emergency line described below.)
Severity 1: System Critical (core functionality failure) Examples: Worklists cannot be accessed Payments cannot be posted Virtual Agent is unavailable	Immediate during business hours
Severity 2: Customer Critical (Process failure that results in direct financial impact) Examples: Payment Plan and Payment Settlement jobs not completing Inability to load new business through ETL Invoices cannot be processed	Within 1 business day
Severity 3: Customer Non-Critical (Product Inconsistency) Examples: Unable to process letters Credit reporting-accounts not reporting, or reporting when they should not Logic block errors	Within 1 to 2 business days
Severity 4: Customer Minimal Impact (Any other question or issue)	Within 2 business days

Support Normal Business Hours

Monday–Friday

5:00 a.m.–5:00 p.m. Pacific Time

Down System Support

A down system is defined as a situation where no users are able to log into the ACE system.

During Normal Business Hours

Call (360) 604-3531 and select option 7.

You may also submit a support ticket, but calling is the fastest way to receive assistance.

After-Hours

Call (360) 604-3531 and select option 7.

You may also submit a support ticket; however, support specialists do not monitor tickets or emails after hours. Calling is the only way to receive assistance for a down system outside of normal business hours.

Please note that if you call after hours and your system is found not to meet the definition of a down system, a $400 charge will be applied.