M3 Technology Customer Support
The M3 Tech customer support team gives you a single point of contact when you have a software inquiry or service request. The Team provides high-quality, first-level support for SIMTO software, and is always your first point of contact in the event of a problem. If additional expertise and resources are needed to provide a solution, the Team is the avenue to M3 Tech's comprehensive support resources. You are assured of a timely resolution to technical issues.
When You Contact Us
To assist you as quickly as possible, a Team representative may request the following information:
- Your name and company name
- A contact name and telephone number
- The product involved
- The business Impact
- Pertinent documentation/information (e.g. error messages)
Impact on Your Business
When you contact the Team, we will need to know the impact the question or problem is having on your business. It helps us if you report the incident using one of the following:
- No impact - You have a general question or need for information.
- Minor - You have identified an isolated or localized problem that does not significantly impact your business operations.
- Major - The performance of a system or application has been interrupted and there is a risk of recurrence; intermittent failures or interrupts are impacting your business operations significantly.
- Critical - Your system or application is down or at high risk; you cannot conduct business because there are continual failures or data corruption.
The action taken by your Team representative will correspond to both the urgency of the situation and the terms of your contract.
Software Support Milestones
- Support request: Your call or online support request.
- Contact: We begin the exchange of information that helps us understand technically what the problem is.
- Relief: We deliver the fastest possible solution or workaround that solves the problem - at least temporarily--until a comprehensive solution is available.
- Formal Fix: We provide a packaged solution that is product assured and tested in the form of a product update, version, or release.
- Close: You concur that the problem has been solved.
For information about our Customer Support Web Portal, please visit Customer Portal
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