Introduction
With some exceptions as outlined below the priority ticket system is handled as described in our support forum guide.
The Priority tickets dashboard is a separate ticket system from our Support forum. Enterprise customers get to post one priority ticket per calendar month and our promise is to respond within 24 hours (on a work day). This is one of the biggest selling points of the Enterprise subscription, and because Enterprise customers are the lifeblood of our business we should immediately divert all resources to solving these tickets. We usually can't fix bugs within 24 hours, but we should always make effort to fix this tickets ASAP. When a new priority ticket is created, a notification is posted to slack. Additionally, en email is sent out to all users with the Support user role. All support staff must enable desktop notifications so that you see emails immediately as they come in.
1. Communication differences with regular Support Forum
Besides being quicker to respond and assign resources to priority tickets, communication should be largely the same as described in our Support Forum Guide.
2. Providing bugfix releases to Enterprise clients
When we fix a problem in the code of our products, we will always provide the customer with a special release of the module, an alpha or beta release. For example, if the next release of DXPR Builder would be 1.2.9 this bugfix or feature release for the client can be 8.x-1.2.9-alpha1. The final number in the version string is incremented for each subsequent alpha release. DXPR.com has a custom entity type that we use for these custom releases.
3. Teleconferencing and screensharing with Enterprise clients
If communication via email or forum proves to be tedious we will offer to have a Zoom call session with screen sharing. Some of our enterprise clients have strict security policies, they can't allow us to log in on their site and analyse the problem. In that case we do a screen sharing session whereby the client will login himself, and share his desktop with us via Zoom.