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Hello, and welcome to the all new IntelliDocX support center!
Please use this site to contact us for customer support. You can create a new ticket by using this link:
Once you've submitted a ticket, you will get an email confirmation and the details of your submission. Our staff will respond to quickly and guide you towards a solution to your issue.
You can also register for an account in our support center at any time to view the status, responses, or reply to any of your existing tickets, as well.
Here is a guide to categorizing the severity of your ticket:
When filing a ticket, the perceived severity should be selected based upon the following criteria. An IntelliDocX agent will review the request, as part of the triage process, and adjust severity, if needed.
Severity 1 (Critical/Emergency)
- Complete system outages or critical business functions down
- Security breaches or data loss incidents
- Issues affecting large numbers of users
- No workaround available
- Immediate response required
Severity 2 (High/Urgent)
- Major functionality impaired but system partially operational
- Significant business impact but not complete outage
- Limited workaround may be available
- Quick response needed
Severity 3 (Medium/Normal)
- Moderate business impact with workarounds available
- Non-critical functions affected
- Standard business operations can continue
- Response within normal business hours
Severity 4 (Low/Minor)
- Feature or enhancement requests
- Can be addressed during routine maintenance windows
- Minor business impact
- User-convenience issues
