Reporting team hours and expectations
Starlight Reporting Coverage
Starlight's reporting coverage and response structure
Starlight Reporting Coverage:
- Standard Reporting Hours: Monday – Friday 7am-5pm MDT
- After Hours: Answering service which alerts team members depending on severity.
Reporting Categories:
- Level One
- Non-Urgent: Clarifications or minor modifications on previously created reports
- New report request that would help improve business performance
- Level Two
- New report is needed for essential business function
- Upcoming reporting timeline required via outside entity (e.g. private investors, state / federal tax reporting)
- Professional Services
- Any customized services outside the scope of current Starlight reporting tools will be agreed upon by Subscriber and Starlight via the scope of a Professional Services Statement of Work. All timelines to be agreed upon based on subscriber’s need and current outgoing timeline of reporting queue.
Subscriber Response Time Expectations:
|
|
Preferred form of Contact |
Response Time |
Resolution Goal |
|
|
|
|
Level One |
|
|
|
|||
|
M-F Standard Support Hours |
Email support with description of concern. |
Within One Hour |
2-3 Business Days |
|
|
|
|
After Hours, Weekends and Holidays |
Email support with description of concern. |
Next Business Day |
2-3 Business Days |
|
|
|
|
Level Two |
|
|
|
|||
|
M-F Standard Support Hours |
Call reporting team member. |
Within 30 Minutes |
ASAP |
|
|
|
|
After Hours, Weekends and Holidays |
Call reporting team member and leave detailed message or send a detailed message to reporting inbox. |
Next Business Day |
ASAP |
|
|
|
How to reach reporting:
- Email: reports@starlightsoftwaresolutions.com
- Phone: (720) 699-8530 ext.2