St. Croix Systems Support
St. Croix Systems support is a single point of contact for application performance and technical issues.
We are available to help our customers during normal business hours,
9 a.m to 5:30 pm EST, Monday through Friday.
Telephone: 781-272-7900 x 2
Email: support@stcroixsystems.com
- Using best efforts to resolve the incidents you submit.
- Document each incident and its resolution.
- Escalate when needed.
- Assign an appropriate urgency rating to the incident.
- Submit each incident only once, via email or telephone.
- Perform problem determination and diagnostic issues prior to logging incident.
- Perform resolution activities suggested by St. Croix Support.
Response time is defined by the length of time when a call or email is received by St. Croix Support Services and when St. Croix contacts the client. A combination of incident severity level and incident urgency level is used to prioritize incidents.
| System Down
|
System is inoperable, not function and data is not accessible.
|
| Critical
|
Business outage or significant impact threatening productivity. Very difficult to work around. System is somewhat usable.
|
| Average
|
Problem impact is allowing work to proceed but not in the desired manner. Resolution is obtained via a setup issue or work around.
|
| Minor
|
Issue does not impact application or user productivity. Examples include cosmetic issues, and functional questions.
|
For the best services, always send information to support@stcroixsystems.com and please ensure you include the following information:
- Your email address
- Application and Version #
- Your name
- Company Name
- Incident Urgency Level
- Complete Problem Description
Please note that as a general practice our Support Services will not include activities that would be typically characterized as product familiarization or refresher training, operational consulting services, product installation or other configuration services that require a dedicated resource or on-site consultancy services, advanced configuration or enablement services, product integration, managed security services, upgrades, or similar professional services.
We offer these fee-based services through our Training and Consulting Services team to help you maximize your investment in your licensed software. To learn more about these additional services, please refer to the Services section of our website or send an email to service@stcroixsystems.com
