Table of Contents
Business Hours and Company Holidays
Forj Technical Support will do our very best to support you! This article outlines a few details about our ticketing process and structure along with business hours and holidays!
Business Hours and Company Holidays
- Ticketing is available 24/7, so clients can submit a Support ticket anytime. We have team members available and answering questions Monday through Friday from 8:00am-5:00pm Central time.
- Forj is closed for the following U.S. holidays. Critical tickets will be addressed during this time, but all other tickets will be responded to during normal business hours.
- New Year’s Day
- Martin Luther King, Jr. Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving
- Day After Thanksgiving
- Christmas Day
- New Years Eve
Support Ticketing Process
- Ticketing through our Support Center is available 24/7. Please see the following articles for details and best practices on submitting a Support ticket:
- While we don’t offer inbound phone support, our team is always happy to coordinate a Zoom call whenever needed.
- We aim to respond to all tickets/inquiries within 1 business day, but will prioritize by severity.
- Please see Severity Levels and Initial Response Times for more information.
- We also offer a robust Support Center with helpful articles that you can use in a self-service approach to learn about the product and initial troubleshooting.
Tiered Structure
- All inbound reported problems from your team are routed through our Technical Support team and managed using a tiered support model.
- Problem severity is evaluated by Forj Technical Support, triaged, and routed to the appropriate staff member or team using several internal escalation tiers. We will ensure we route questions to the correct team to help us find a resolution.
- Technical Support Team – Standard Troubleshooting and Issue Investigation
- Technical Solutions Advisors – Advanced Troubleshooting and Low Complexity Programming
- Software Developers – High Complexity Programming
- Systems Architect – Network Improvements
Communication and Resolution
- We aim for direct, transparent communication, updates on progress and communicative support.
- Time to resolution or completion can vary based on the topic, but we will keep you informed on our investigation and troubleshooting of issues or inquiries.
- We thrive on constant learning and growth and we want to hear from you - if you have any suggestions or feedback on your experience working with us, please don't hesitate to reach out!
Comments
0 comments
Article is closed for comments.