How to submit support ticket walk-through

How to submit support ticket walk-through

PERFORMANCE

In order to provide optimal support service to all departments, all problem and calls must be received by the Support Desk. If you have any technical issues or concerns, please open a ticket on support.cmfirstgroup.com, email CM First technical support at support@cmfirstgroup.com or call us on our 24/7 customer hotline at +1 (512) 623-7586.

SUPPORT HOURS 

CM First Group core support hours are 08:00 – 17:00 USA Central Time. CM First Europe may respond outside these hours but this not guaranteed.

CM First is closed for the following USA Holidays New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve, Christmas Day. Only Urgent requests will be responded to on these days.

 Support Ticket information

CM First needs to duplicate customer issues in our own environment. Customer is responsible for providing:

  • Document or video with steps to duplicate including screen prints
  • Include information on browser, version, and operating system
  • Workspace and models
  • If possible, create a test model that does not have database access. If a database is required we will need the database and connection information.

Depending on the exact nature of the issue, CM First may need to schedule a web meeting. This is done as last resort.

Ticket Priority Details

Urgent:

“Production System is down”. Support engineer and manager assigned to the ticket.

High:

“Product major feature is not usable, and no known workaround exists.

Support engineer assigned and CM1 manager notified.

 Normal:

“Standard bug or defect affecting a limited part of product or workaround exists”.

Low:

“Question, enhancement request, or cosmetic issues”

If you have questions about your license terms or amounts, or have any questions or issues with a third party software vendor, please contact 512-610-0460.

For a complete walk-through please download the attachment. 


    • Related Articles

    • How to Submit Support Ticket walk-through

      PERFORMANCE In order to provide optimal support service to all departments, all problem and calls must be received by the Support Desk. If you have any technical issues or concerns, please open a ticket on support.cmfirstgroup.com, email CM First ...
    • How to submit a code scanning issue

      For issues that are suspected to be related to the code scanning component, please provide the following information attached to the support ticket. Logged output from Standard Output/Standard Error for the scanner XML Output from the scanner (if ...
    • CM First Support Team Schedule

      Holidays CM First Group Americas Product Support observes eight (8) holidays each year. The support office is closed; however, urgent requests will still be monitored**. New Year’s Day - (January 1*) Memorial Day - Last Monday in May Independence Day ...
    • Support Policies

      Supported Versions Previous major version is supported for one year of mainstream support after current version is released. Extended support is available for one additional year, at a 50% premium. Version 10 - Limited Release, GA expected 10/16. End ...
    • CM First Support Dropbox

      Please use this link to upload large files to our secure Customer Support dropbox. The limit is 2GB, for larger files you can use compression software that will split the file into multiple zip files. CM First Customer Support Dropbox ...