Ticket Categories

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

Options	Purpose
General	Select this option if a ticket category is not available that meets the criteria of your ticket.
CVE	Reporting 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 Request	Requesting a Custom Native Template Report for Access Commander
Custom Adhoc Reporting Object Request	Requesting a Custom Adhoc Reporting Object Request for Access Commander or ViSi Commander.
Change Request	Requesting 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 Request	Requesting 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 Configuration	Requesting 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.