ProcessMaster Support Priority Definitions
Standard Priority
Expected Response Time: Requests received via email from 6:00am EST - 2:00PM EST will receive a response back the same day. Requests received via email after 2:00PM EST will receive a response back the next business day.
Example Problems:
- Printing problem that effect a single user. (Unless you are using a single license of ProcessMaster)
- Form Customizations (Affidavit layout, form layout changes)
- Emailing out of ProcessMaster
- Running Reports
- Posting Payments
- Trouble logging into lookupstatus.com
- Generating Payments
- Adding New Service Fees
- Paying Process Servers
Critical Priority
Expected Response Time: Requests received via email or phone from 9:00am EST - 5:00PM EST will receive a response back the same day. Requests received after hours (after 5:00PM EST) via email or phone will receive a response back first thing the following morning.
Example Problems:
- Can't login to or launch ProcessMaster
- Can't create new jobs
- Data missing
- Computer crash (requiring reinstallation of ProcessMaster)
What is covered under ProcessMaster Support/Maintenance?
ProcessMaster Support/Maintenance is included with your monthly ProcessMaster license fee. This includes any and all support for issues with ProcessMaster, lookupstatus.com and/or serviceattempt.com.
The following are NOT included and are available at an additional charge. (At our discretion we may perform the actions listed below free of charge.)
- Custom ProcessMaster development (Includes forms, affidavits, etc.)
- File server setup, maintenance
- Print driver installation
- Scanner driver installation
- Scanner shortcut setup
- Windows/Mac OS X updates
- Installation of software other than Filemaker/ProcessMaster or barcode decoding software
- Internet connection problems
- Network connectivity
- NYC DCA request for records
- Recovery of ProcessMaster data because of user error