When you submit a support request, question or even an urgent matter such as a bug we feel it is important that you understand what is going to happen.  For that reason we are sharing with you our ticket proceedure.  Tickets are divided into three categories: Support Requests, New User Requests and Bugs.  Each of these types is defined in detail below.

Ticket Proceedure and Ticket Categories

Support Request: A support request can vary from customizing the look and feel of a page to requesting a full blown custom application.  The time spent on these items is deducted from a clients annual or block of support on file.  For any request over 2 hours, the user is notified before work is scheduled and performed.  Most support requests are minor and can be accomplished in under 2 hours, but for more elaborate requests, Antharia will ask the client to provide additional details and approve use of support before beginning.

New User Request: A new user request is simply any time you ask to add a new user to the FortyFourFish or OneFish system.  A new user request is often addressed within 2-4 hours and takes less than 5 minutes.

Bugs or System Error: a bug or system error is an actual error, flaw, mistake, failure or fault in a computer program that prevents it from behaving as intended (e.g., producing an incorrect or unexpected result).  Bugs submitted during business hours are examining immediatly.  Any bugs reported at night or over the weekend will be reviewed on the next business day.  It is crucial that users recognize that their lack of understanding and/or "just because you think it should work that way" does not mean that what you have found is a bug or system error.