Tickets can be created by a defined Superuser of your organization. A Superuser can enter binding agreements for support and services on behalf of your organization and acts as the internal first line of support for the users. Company specific work processes will not be found in the standard user documentation. It is important that a company has ownership and is self sufficient within the implemented features and functions of the system. Your organization is responsible for maintaining the users' qualification on a sufficient level. We can assist in a variety of ways.
Support tickets
The ticket type Support is for user inquiries and requests for changes in settings and parameters, issues caused by user mistakes, unintended use of the system, lack of user training or other situations that are not caused by faults in system or services by RamBase QMS. Any support inquiries will be billed according to support agreement.
Service requests
The ticket type Service Request is for ordering additional support services and assistance in implementing new features. These chargeable services have an approval workflow where the Superuser is presented with an estimate for the specific service. The billable hours need to be approved before the assignment is initiated. These services are not included in any support agreements.
Our professional services aim to enhance the benefit realization of your organization's investment in RamBase QMS. A selection of service types are available when crating a Service Request ticket:
- Custom Template
- Template
- Custom integration
- Activate extension
- Consultant services
- Development services
- Feature training
- Other requests
Suggestions
Suggestions related to new functionality must be raised in the Ideas Portal. Click here for more information.