There are some support requests that may not be covered by your support service. In these cases, the support team will let you know about this situation and why the ticket cannot be handled.
In any case, your ticket will be in one of these situations:
- Specification change: For production systems, when there are changes not included in the original project or development requirements.
- Evolutive support: development or improvements of features. In these cases, you should address your request to your project manager.
- The person is not authorized to submit tickets: The ticket has been submitted by a user who is not one of the contacts contractually permitted to submit tickets.
- Customer training service not included or exceeded: training requests that are not included in the customer's plan/project or that exceed their limits.
- Customer hardware: incidents related to or originating from the customer's hardware or networks.
- The number of tickets has been exceeded: the customer has exceeded the number of tickets included in his plan.
- Third-party software: incidents related to or caused by third-party software.
- The customer can perform the task him/herself: This refers to tasks that the client can perform by herself, for example, creating users, assigning permissions, creating spaces or forms, moving documents, updating data, etc.
- The customer doesn't have a support plan: the customer didn't hire a support service or didn't renew it.
- Use of unsupported hardware or software: performance or operational issues caused by using hardware or software that does not meet product specifications.
- End-user errors: Data corrective work due to user errors.