Network Access Support
Working to provide effective assistance within the scope of support for our product and service offerings
For any urgent COVID related issues, use the “COVID Response” ticket type.
For all other issues you can enter a regular “Support/Service Request” ticket.
If you don’t already have access to the ticket portal or you did not receive an invite,
you can request access by filling out this form.
P1 – Showstopper: Issues that inhibit the ability to do business and require an immediate effort for resolution. We have an all hands on deck approach and will halt any planned work until the resolution of the issue has been achieved. While there are no guaranteed time frames for resolution there is a guarantee of immediate effort to resolve. The following are some characteristics of a P1 issue:
- Complete or significant loss of function in business critical production systems.
- No workarounds are available to allow business to continue.
- The potential for data corruption or complete loss of service is time sensitive and any delay could result in catastrophic failure.
STChealth reserves the right to change the priority of a ticket based on the above definitions. STChealth business hours are defined as Monday – Friday 8am – 5pm Phoenix, AZ time (GMT-7), excluding STC holidays
Support Ticket Lifecycle
It is important to understand the lifecycle of support tickets in order to set clear expectations and avoid frustration.
This lifecycle is designed to provide intense focus on the highest priority issues
in Support Tickets
To the best of your ability, please help the STChealth team by communicating the issue you’re facing with as much detail that is available to you. Whenever possible, include:
- Attachments and screenshots relevant to the situation.
- Detailed steps and description.
- Relevant environmental details.
- Detailed explanation of the business impact.
A ticket without all the necessary information, will result in our team asking you to provide further details on incomplete fields, before starting work on the ticket. This greatly reduces the efficacy of support as a whole, and is easily avoidable with more detail upfront. The more information the STChealth team is equipped from the beginning and within each reply, will result in faster resolution.
Within 24 hours of ticket closure, a customer satisfaction survey will be sent to the Reporter. STChealth tracks responses to these surveys with a target of 95% customer satisfaction. STChealth management regularly reviews responses and may contact customers for more context. You may also contact us if you need to report a negative experience.