MCA Suite encourages its clients to use the support website knowledge base to find answers to most questions. If a client cannot find a solution this way, we expect our clients to open a ticket by sending an email to firstname.lastname@example.org, where a team of technical professionals are monitoring inbound tickets. If you expect a swift response, do not send emails to individual team members; create a support ticket so that the entire team is contacted.
General questions will receive a response from our team within 48 hours from ticket submission.
If there is a technical problem or issue related to the MCA Suite application, the ticket will be categorized into four categories:
|Priority||Example||Target Response Time||Target Resolution Time|
|Urgent||MCA Suite is inaccessible and our client cannot access their subdomain. Another example is: Funders cannot initiate translations||30 minutes from opening ticket||Within 4 hours|
|High||These are important issues preventing our clients from performing major business functions such as sending emails, merging documents, etc.||4 hours from opening ticket||Within 12 business hours|
|Medium||These are problems with the system that customers use on a daily basis but a workaround can be done.||24 hours from opening ticket||Within 7 days|
|Low||Issues where business is not impacted and can be ignored if nothing is changed||3 days from opening ticket||Next promotion cycle|