Unitas Global FAQs

Outage / Issue

Cause Of Service Disruption

What To Expect

Work Around

Expected Time To Resolution

Date Of Issue

Next status update

URGENT (Critical business impact)Definition URGENT selection indicates that user is unable to use the application, resulting in a critical impact on business operations. This condition requires immediate resolution.Urgent Condition An URGENT issue has a crippling effect on business.

HIGH (Significant business impact)Definition HIGH selection indicates the program is usable but is severely limited. HIGH Conditions

Issue is critical to business operations

Critical component returning error or not responding.

Degraded application performance is having a serious negative impact on business

A database or application error has occurred which severely impacts business operations

NORMAL (Limited business impact) Definition NORMAL selection indicates that it is usable, but that some features (not critical to operations) are unavailable. NORMAL Conditions

Issue affects ability to meet nearterm deadlines

Component returning error or not responding

Degraded performance is negatively impacting business operations

Acceptable workaround may exist

Issue is specific to one or a few users.

LOW (Minimal business impact) Definition A LOW selection indicates the problem does not significantly impact operations, or that a reasonable workaround has been implemented. LOW Conditions

General question such as howto or syntax questions

Issue with little or no impact

You've received an email that your request has been solved.

1. To reopen this request,click on the link.

This link will bring you to your ZenDesk account.

2. Simply,commentin the text box to reopen your request.

3. You will receive a confirmation email, as seen below.

Emailingyour support staff

1. From yourwork email account,send your problem/request to [email protected]

2. You will receive an emailwith details of your request

3. Enter additional information or replies above the text, shown highlighted below

4. If your technician has any questions or status updates, you will receive an email similar to the one seen below

5. You can continue to correspond as needed until the issue is resolved

6. When the ticket is solved you will automatically be notified by email

7. We would love to hear back from you! Please select if your support was satisfactory or not. Additionally, you can add comments to your reply. You will also see details about your case.

Getting Setup

1. Navigate to

2. Click Sign in at the top right of the page

3.Click on thesign uplink.

4. Click on the tick box forI am not a robot, follow the instructions andselectverify.

5. You will receive this dialogue box.

6.Navigateto your inbox. You will receive a welcome message.Click on the link to create a password.

7. After clicking on the link, you will be directed to set your password for the support site. Follow the password requirements andselectSet Password.

8. You are done! You are now ready to use the self-service portal to submit your own request as well as check on the status of cases you have placed by e-mail or phone.

Need to add additional information to your ticket? Follow the instructions below.

1. Navigate to

2. Sign into view your existing requests byclicking on theMy Activities tab

3. As shown below, clickon the ticket thatneeds additional information

4. To addcomments to your request, typeinto the text box and clicksubmit.

Additional Way to Comment

1. When you submit a request you will be sent an email withyour request details.

2.To add information to your request, simplyreply to the email and your comments will be added to the ticket.

Submitting a Support Request

*Have you registered your email to submit support tickets to the service desk?

Yes: Continue to step 1.

No: Follow the Getting setup document.

1. Navigate to

2. Click Submit a request at the top of the page after signing in.

here 3. Fill out the Submit a request form. All required fields are identified with an (*)

Your email address: Your work email address.

Subject: A short description of the problem/request.

Description: Enter a detailed description of the problem/request. Please provide any alternate or preferred contact method.

Type: Please classify the type of request you are needing. For example, Question; what is the process of requesting a new user account?

Priority: Select from the drop down menu the severity of your request. More details can be found .

Low (L4): General questions or help with little to no impact. Normal (L3): Issues specific to one or few users, with work around in place. Will not affect deadlines. High (L2): Significant business impact. Urgent (L1): Critical business impact.

Department: What department do you work in?

Category: Select a category type from the drop down menu that describes your issue/request.

Sub Category: After the category is selected you will be given an additional field Sub Category. The subcategory selections are dependent on the Category selection that you make.

Optional: You can use the Add file capability to attach files or screen shots to help with your problem/request. Note there is a 20 megabyte (MB) attachment limit.

4. Select Submit.

A ticket will be sent to your support staff.

5. Click on the down arrow next to your username and Select My Activities to see the status of your request.

6. On theMy activitiesscreen you will see information about your request.