How to Open a New SCC Request

Agyeman Danso
Agyeman Danso
  • Updated

This article describes the process for opening a new SCC request.

OPTIONAL: Prior to opening a Support request, you can create a Support account and sign into the SCC Support portal using this link: https://sccsupport.infolocktech.com/hc/en-us/articles/360053590633

 

NOTE:

NOT SIGNED IN USERS: can open requests, but can not review cases or download case files, as this requires Support portal access.

SIGNED IN USERS: can open requests, view and manage cases via the Support portal access.

 

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New Request Creation

  1. Customer opens request via:

    A. SUPPORT PORTAL

    1. logs in to Support Portal: https://sccsupport.infolocktech.com/
    2. Click "Submit a request"
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    3. Complete the form making sure to include all required fields:
      Note: High severity cases (Sev 1 and Sev 2) are considered system down or unusable. Pleaes open ticket with vendor support before reaching out to SCC.
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B. Direct Email

  1. Email to sccsupport@infolocktech.com

 

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Issue Type and Response Time Goals

Issue Type

Severity

Description

Response Time Goal

Critical

Severity 1

You have a major problem impacting a mission-critical Production system for which there is no immediate workaround; you have opened a Sev 1 ticket with vendor support and you would like additional assistance with troubleshooting

TSE or SM will acknowledge ticket within two (2) business hours and TSE and/or primary or backup CSE will begin support response within four (4) business hours

Severity 2

You have a problem that is impacting a mission-critical Production system. You can work around it in the short term, but long-term productivity may be affected if not resolved. You have opened a Sev 2 ticket with vendor support and you would like additional assistance with troubleshooting.

TSE or SM will acknowledge ticket within four (4) business hours and TSE and/or primary or backup CSE will begin support response within eight (8) business hours

Non-critical

Severity 3

A problem exists but it is not impacting business operations. You may or may not have opened a ticket with vendor support. You would like assistance troubleshooting and/or you have questions in re: to application configuration, functionality, settings, behavior, etc. related to the problem.

TSE or SM will acknowledge ticket within four (4) business hours and primary or backup CSE will begin support response within twelve (12) business hours

Severity 4

No problems exist but you have a question regarding application functionality, configurations, settings, behavior, etc.

TSE or SM will acknowledge ticket within four (4) business hours and primary CSE will begin support response within three (3) business days