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Tickets can be submitted to [email protected] or through a form found here. If you would like to discuss the SLAs listed below, feel free to contact us!
Below is an overview of available categories for ticket submissions as well as options for ticket priority.

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Ticket Categories:

  • General Support
    • Issues or questions about overall ContraForce features or use of the platform.
  • Technical
    • Technical issues or questions about specific ContraForce features or requirements.
  • Report a bug
    • Issues related to errors or bugs found within the ContraForce platform.
  • Suggest a new feature
    • Ideas for a new feature within ContraForce or design enhancements.

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Ticket Priority:

  • Low
    • User experience is hindered, but no functionality is broken.
  • Medium
    • Functionality is broken, but the impact is minor. Examples could be UI related or errors.
  • High
    • Critical features are broken, but workarounds are available.
  • Urgent
    • Critical features are broken, and no workaround is available.

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SLA Definitions: Time to first reply

A response is considered overdue if it exceeds the time period outlined per ticket severity.
  • Low
    • Response Turnaround: 8 Hours
    • Overdue: 24 Hours
  • Medium
    • Response Turnaround: 4 Hours
    • Overdue: 8 Hours
  • High
    • Response Turnaround: 1 Hours
    • Overdue: 8 Hours
  • Urgent
    • Response Turnaround: 1 Hour
    • Overdue: 1 Hour

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SLA Definitions: Time to close

  • Low
    • Response turnaround: 24 Hours
    • Overdue: 72 Hours
  • Medium
    • Response turnaround: 12 Hours
    • Overdue: 36 Hours
  • High
    • Response turnaround: 4 Hours
    • Overdue: 12 Hours
  • Urgent
    • Response Turnaround: 1 Hour
    • Overdue: 4 Hours

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Customer Portal

Tickets submitted by anyone in your organization are visible inside the Customer Portal. Before viewing tickets, you will be asked to register. The Customer Portal can be found here. New tickets can also be submitted from the Customer Portal.