Ticket Categories

Modified on Wed, 17 Apr 2024 at 12:13 PM


OptionsPurpose
GeneralSelect this option if a ticket category is not available that meets the criteria of your ticket.
CVEReporting Common Vulnerabilities and Exposure (CVE).
Follow the steps documented in How to Report a Vulnerability.

Failure to follow the steps documented will result in a delayed or no  remediation of the CVE.
Custom Template Report RequestRequesting a Custom Native Template Report for Access Commander
Custom Adhoc Reporting Object RequestRequesting a Custom Adhoc Reporting Object Request for Access Commander or ViSi Commander.
Change RequestRequesting a change to an existing feature/behavior in the product.
Follow the steps documented in Guidelines for Submitting Change Request or Feature Request.

Failure to follow the steps documented will result in a delayed or no consideration of the Change Request.
Feature RequestRequesting a new feature in the product that doesn’t exist.
Follow the steps documented in Guidelines for Submitting Change Request or Feature Request.

Failure to follow the steps documented will result in a delayed or no consideration of the Feature Request.
System Upgrade/Migration (OEM Customers)Requesting an Upgrade or assistance with Migration of the application/database.
This is applicable to customers who self-host the product (otherwise known as On-Prem Customer).

 Customers need to submit 1 ticket per product.
SSO ConfigurationRequesting configuration changes to the Single Sign On on the back end.
Initial Response Time is 3 Business Days for this option.

Tickets submitted for Login Issues under this category will result in a minimum 3 business day response time. 


Change Request(s) and Feature Request(s)

Our team meets once a month to discuss Change Request(s) and Feature Request(s) submissions made by customers. Implementation of the request(s) are prioritized based on the following:

  • Industry needs and/or Industry Compliance (NISP, DCSA, SEAD3, ISL, etc.)

  • Popular Change/Feature Requests amongst customers

  • User Convenience

The more information you provide, the easier it gets to arrive at a decision.

If there are follow-up questions, your responses won't be reviewed until the next monthly meeting. Please ensure you provide a justification for your request. A request with no justification is simply not going to be considered.

If your request is not considered, we will notify you via the respective ticket.
If your request is a corporate need/request, we will notify you via the ticket on pursuing Professional Services and finalize requirements for the Scope of Work (SOW) and send over a quote.
If your request is considered, we will notify if you when this feature will be made available. Please be advised that Change Request(s) or Feature Request(s) can be implemented anywhere between 2 to 12 months after request has been considered and you were notified.


 Request(s) made verbally via Phone or Web Meeting or in writing via Email will not be considered.


See Guidelines for Submitting Change Request or Feature Request.


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