When will support be available?
Support is available 24 hours a day, 7 days a week.
How do I report an issue?
Customers submit and track issues through Ceralon’s issue
tracking system called Elementool.
You will receive a login to Elementool with your Acumen support
and maintenance contract.
If this system is unavailable, please email email@example.com.
What are expectations for time to respond to an issue?
When submitting an issue, you will be asked to select one of the
following severity levels. This customer-defined severity will ensure
our response time to your needs:
Critical – less than 1 hr
Critical issues typically mean that the application is down or there
is an application defect that is significantly impacting a case
High – less than 4 hrs
High severity issues typically are those that cause application
core functionality to be inaccessible and impact a case deadline.
Medium – less than 12 hrs
Medium severity issues are application defects that impact an active
Low – less than 24 hrs
Low severity issues are application enhancement requests.
What are expectations for time to resolve an issue?
Once we respond to your issue, resolution time will vary depending
on the type of issue. The following list describes the most typical
issues and expectations:
How-to issues. Acknowledgement by the Ceralon technical support
team in the response time listed above (1 to 24 hrs depending on
severity). Resolution generally by the end of the next business
Data issues. Ceralon technical support will begin by helping to
identify a workaround until the root cause maybe addressed either
by an Acumen patch or by the appropriate third-party SDK that Ceralon
uses for data handling. We will strive to deliver a workaround by
the end of the business day.
Acumen application defects that require
a patch or new release. These are individually considered,
prioritized, and worked by the Ceralon development and testing teams.
Resolution typically takes 5 business days. Ceralon will make every
effort to offer a work around or a Ceralon-hosted environment for
processing while the patch is in progress.
Boundary System issues. Ceralon
technical support will engage directly with boundary systems, like
Concordance and Summation, to resolve issues. However, resolution
time may be beyond Ceralon’s control if the issue resides
with the boundary system.
Acumen application enhancements. Factors affecting ability and
time to resolve include impact and urgency across our installed
base, current resource levels, and Ceralon’s current plan
of record for enhancements. If your enhancement request is a customization
that’s specific to your organization, please consider retaining
Ceralon’s consulting services.
How are issues prioritized?
Issues are prioritized based on the severity indicated by individual
customers and by the Ceralon technical support team based on the
number of customers experiencing a given issue.
Who owns an issue at any given point in the process?
The current owner for your issue may always be reached at firstname.lastname@example.org.