Developer PortalSupport Policy
Methodology
To open a ticket with Mapped Support, go to support.mapped.com and log in via Single Sign On with your Mapped credentials.
Use the Submit A Request button located on the main page, or up at the top right. Provide a detailed Subject and Description, select a Type:
| Type | Description |
|---|---|
| Question | How to questions, training requests, requests for general information or other low priority concerns |
| Incident | Significant problem, including outages, that need immediate attention |
| Problem | Bugs or difficulties blocking development, but not at the level of a production outage or breaking change |
| Task | Non-issue related need, like account level changes, as well as feature requests or suggested enhancements |
Then select a Priority – to help us understand your requirement, Mapped reviews the tickets internally and reserves the right to assign an alternate priority internally.
| Type | Description |
|---|---|
| Low | Questions or concerns that are not bug reports or issues, such as how-to questions or feature requests |
| Normal | Issues that do not represent significant impact to production applications, but are problematic, such as being stuck on a coding issue during development |
| High | The issue is a bug causing significant development problems, has caused production issues, or similar important but not outage level issues |
| Urgent | The issue represents an all down scenario, or similar “my production application is unusable” situation |
Please also provide your Mapped Org Name, to ensure we associate your request with the appropriate account.
You can also email [email protected] directly, however you will be unable to add information to the ticket like Priority or Type using that method.
Phone and live chat support is not supported at this time.
Confidentiality
Any personally identifiable information provided via a support ticket will be stored securely and will not be shared. Should any sensitive information be shared with Mapped via a support ticket, such as credit card information, social security numbers or similar, Mapped may edit the ticket to remove the data or delete the ticket entirely (with notice) to prevent exposure.
Who can open tickets
Any person associated with a Mapped organization can open a support ticket for help. However, if that help requires accessing confidential information (such as billing data) or is a request to modify organization information, only the defined admin contact may make the request. The initial admin contact is defined at the time the organization is created by Mapped personnel; if the admin contact needs updated and the existing admin contact is no longer with the organization, any user associated with the organization can request an update by opening a support ticket. Mapped personnel will vet the request utilizing alternative means prior to making the change.
Hours & availability
Mapped Support is available Monday through Friday, 9:00 a.m. to 6:00 p.m. Pacific Time, not including weekends or holidays. Weekend, holiday and after-hours support will only be considered for outages or high severity issues.
Response time expectations
For most issues opened during normal business hours, Mapped will use best efforts to respond within one business day. Tickets received after hours, weekend or holidays will receive a response on the following operating business day. Outages will follow the standard terms and conditions as per any Service Level Agreement.
Resolution time expectations
Bugs and feature requests will be fixed during the normal release schedule, with the exception of outages and high severity bugs that significantly impact critical functionality; these will receive priority attention and may be resolved with patches or out of schedule releases.