FeneVision Support is triaged through 3 levels. All tickets begin at level 1 and are escalated as necessary.
Level 1 topics:
- Providing software documentation and guides
- Basic error message troubleshooting
- Tigerstop unlocking and software license troubleshooting
- FeneVision University account creation
- Software installation assistance
- Documenting feature requests for future versions of the software
- Documenting bugs to be fixed in future versions of the software
- Confirming key information is included in the ticket before escalating to Level 2 (see Tips for Creating and Expediting Your FeneVision Ticket)
- Avg. Normal-priority First Response: 4 hours
- Avg. Normal-priority Resolution: 2 business days
Level 2 topics:
- Complex error message troubleshooting related to the database or scripts
- Minor setup/configuration troubleshooting and advice
- See our Scope of Support article for topics that require Professional Services instead.
- Avg. Normal-priority Resolution: 7 business days
Level 3 topics:
- Advanced troubleshooting related to the software code
- Avg. Normal-priority Resolution: 20 business days
- See What happens to my ticket after escalation to level 3?