Customer Support – Frequently Asked Questions

How do I report an issue with my website, request help, or ask a general question?

CIMcloud uses a Customer Self-Service Portal called “Extranet” to track all work including support tickets, project tasks, upgrade requests, and general questions.  For assistance from a CIMcloud resource, please submit a ticket in Extranet.

How are support tickets prioritized, and when can I expect my ticket to be addressed?

Website issues are classified by severity level, based on who is impacted by the issue and the consequences of not resolving the issue. Please see article Technical Support – Severity Levels that defines the severity levels and CIMcloud’s target response times and protocol.

I am upgrading my ERP system, what do I need to do for my ERP integrated CIMcloud application?

Because our platform is integrated with your ERP system, there may be changes needed on our side to keep you data syncing after your ERP system upgrade.  The first step is to let us know of the upcoming change with as much lead time as possible (we request a 2 week minimum for scheduling purposes).  You can let us know of the change by filling out the upgrade form here.  For information, see the article Instructions for CIMcloud Customers Upgrading Their ERP.

 

 

 

 

Updated on September 16, 2021

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