Commit Work provides dedicated customer support coverage across multiple time zones. This article explains the available support channels and how to contact our support team for assistance.
Steps-by-Steps:
A. Raising a request through the “Support & Learning” button:
1. Click on the “Support and Learning” button on the top right side of the screen as shown in the screenshot below:
2. Click on "Send us a message”. A chat window will pop up for you to write your request.
B. Raising a request by email:
To submit a support ticket via email, send your request to 'support@commit.works' in the below format:
Subject line: Site (please include Test or Production) | XXX Priority | short description of the issue.
Email Body:
1. CiteOps Screen or App: Screen/application part where you are facing the issue.
2. Process: Process Name
3. Issue: Best description of the issue in your own words. You don't need to answer all the questions mentioned below, only answer the ones that fit the issue you are facing.
Is this the first time you have seen the issue?
When did the problem start?
What were you doing when the problem started?
How many users are affected (if you know)?
Are you accessing CiteOps from work or from home or another network?
4. Example/Screenshots/Videos: Evidence of the issue, so that we have all information to troubleshoot the issue and escalate if required.
5. Other: Any other information you would like to add which you think will help us with troubleshooting, such as it was your planning day or it was at 5pm, when everyone prints their shift plans, etc.
Note: Our support team may request additional information to assist with investigating reported issues. Helpful details can include screenshots of console errors, timestamps, affected usernames, and any other relevant information.
C. Selecting Priority for support requests:
Including a priority level when submitting a ticket helps our support team assess and respond to requests based on urgency and impact. Please see below ticket priorities:
1. Urgent: These are issues that stop the site from operating, such as the system is down or site cannot print shift plans. Therefore, they cannot see what is planned for their shifts. Please note, DO NOT use this option unless absolutely necessary. The word “URGENT” (including the Spanish and Mongolian translations) triggers an immediate alert to the entire Support team, so it should only be used for genuine urgent cases to avoid unnecessary escalations.
2. Critical: These are issues that degrade performance of the site, or defects in one or two areas of the product which restrict the use of one or more features of CiteOps. For example, the site remains accessible and shift plans can still be printed. The issue does not affect all users, and while a workaround is available, it may require significant changes to normal user behaviours.
3. Medium: These are issues with some functionalities which can be circumvented via a workaround until a fix is investigated. For example, this issue can cause some functional restrictions, but it does not have a critical or severe impact on daily customer’s operations.
4. Low: An issue with the system that does not substantially restrict the use of one or more features of the product to perform necessary business functions.
Note: Our support team may adjust the priority of requests when necessary to manage and respond to issues across all customers effectively.