OmniRim > OmniCare Support > FAQ's

OmniCare Customer Support - Our Support Processes

When you log a case with OmniCare Customer Support, you will receive an automated response from our Case Tracking System advising you that we have received your case along with the Case Tracking Number that we will use to refer to your issue moving forward. It is very important to reply back to that original email for all further communications regarding that particular support issue so that the history will get automatically logged in our Case Tracking System. If you choose to log your comments via the OmniCare Customer Support Portal, your Support Agent will automatically be advised any time any changes or additions are made to your case.

Based upon the priority of your support issue, OmniCare Customer Support will make every effort to reply to your support case within the appropriate timeframe. If you are concerned with the length of time it is taking to bring your issue to a successful conclusion, or if you feel that your support case has been improperly prioritized, please do not hesitate to contact:

Richard Robinson
Manager, Customer Support
Email: richardr@omnirim.com | Phone: +1.604-685-4111 | Fax: +1.604-685-9370

When you log a support case with OmniCare Customer Support, there are several fields that we use within our Case Tracking System that allow us to better track and manage your issue:

Status

New - all cases are assigned this status upon initial receipt
In Progress - upon initial assignment to an OmniCare Support Representative
Researching - your OmniCare Support Representative is actively investigating your issue
Client Action Required - we are waiting for answers, data, or information from you or your colleagues
Pending Confirmation - we have proposed a solution, and we need to hear back from you if the case can be closed
Closed - we have closed the case
Reopened - we closed the case, but you need us to continue our investigation into the issue *
Support Manager Hold - activity on the case has temporarily been put on hold
Escalated - Services - OmniCare Support is working with our Services team on your issue
Escalated - Services Quote - We are working on developing a quote for your billable request
Escalated - Support Manager - The case has been referred to the Support Manager for further assistance
Escalated - R&D Defect - We have escalated the case to our R&D team as a possible product issue in need of further investigation **
Escalated - R&D New Feature Request - We have escalated the case to our R&D team as a possible Enhancement in need of further investigation **

* - to ensure your reopened case gets properly addressed in a timely manner, OmniCare Support recommends that you follow up any email correspondence with a phone call to your Support Representative to discuss the matter in more detail.

** - High & Critical priority Defects and Enhancements will remain at this status until the case is brought to a successful completion either through a HotFix or other suitable solution. For Low & Medium priority Defects and Enhancements, you will be assigned a special "R&D Tracking Number" along with your regular OmniCare Case Tracking Number. As with all product issues, our Product Managers take all requests for product changes into consideration for future releases of OmniRIM. Each new Hotfix, Service Pack and Major Release comes included with Release Notes documentation and every feature and bug fix that is included will be identified by its R&D tracking number. When this defect is included in an OmniRIM release, you will find it in the Release Notes under the R&D Tracking Number you have been assigned.

Priority

Click here to find out how we work together with you to accurately prioritize your OmniCare support case. The assigned priority will help determine if, when & how your case will be escalated to senior management for additional attention. If you are concerned with the length of time it is taking to bring your issue to a successful conclusion, or if you feel that your support case has been improperly prioritized, please do not hesitate to contact:

Richard Robinson
Manager, Customer Support
Email: richardr@omnirim.com | Phone: +1.604-685-4111 | Fax: +1.604-685-9370

P1 - Critical - Mission Critical Impact
P2 - High - Significant Impact
P3 - Medium - Moderate Impact
P4 - Low - Minimal Impact

Type

These "Types" help us categorize the support cases that we receive from our customers and thus improve the level of service that our customers receive from us.

Question - Procedural
Question - Configuration
Functional Problem
Database
Documentation
Hardware
Network
Other
Performance
Quote
Report
Workstation
Upgrade
Services - Implementation Issue
Services - Conversion Issue
Escalation - R&D Defect
Escalation - R&D Feature Request

Escalations

OmniCare Customer Support is staffed with our Tier 1 and Tier 2 Support Representatives. Upon receipt of a High or Critical Priority issue the OmniCare Support Manager is notified, and the Support Representative may call in a Tier 3 Escalations Specialist for assistance investigating the issue.

All product related issues that potentially require our OmniRIM R&D team to make changes in our application through a Hotfix, Service Pack or Major Release are assigned an R&D Reference Number (see the ** note above). Each new Hotfix, Service Pack and Major Release includes with Release Notes documentation and every feature and bug fix that is included will be identified by it's R&D tracking number. When this defect is included in an OmniRIM release, you will find it in the Release Notes under the R&D Tracking Number you have been assigned.

Billable

Yes - you have given us approval to move forward with a billable service
No - your issue falls under the standard coverage of your OmniCare Maintenance and Support Agreement
Verification Needed - we aren't sure yet if the issue is billable or not, but we will find out and let you know