Support Request Procedure
If you would like to open a support request, email the Cloud Managed Services team at
cloudsupport@cleo.com and a ticket will be automatically created and reviewed by the
team. You can also call (815.282.7894 Option 4) to open a ticket. You will be sent a ticket
number for tracking purposes. You can reference this ticket to get status updates.
When sending the request using email:
- The email Subject should start with the word SUPPORT.
- Be sure to put a detailed description of the issue and the effect it is having on the
business.
Service Request Procedure
Any requests for onboarding new Trading Partners, including new connections, new transformations, and changes to connections or transformations that are as a result of a new business process will be handled by the Cleo Cloud Onboarding team.
In order to make a request, email cloudms@cleo.com and a ticket will
be created.
When sending the request:
- The email Subject should start with the word REQUEST
- Be sure to put a detailed description of the request with as much information that you
can. - Required information includes:
- Trading partner name and contact information
- Communication method and any communication related information that you may
have (i.e. AS2 URL, AS2 ID, Certs, FTP url and credentials, etc.)
Managing System Generated Tickets - Transaction Flow Monitoring &
Notifications
The CIC production environments are configured to monitor and alert the Cloud Managed Services Team in the event the transmission of data is impacted. Monitoring is conducted 24x7x365 to ensure that the
appropriates actions are taken to address the alert types:
- Translation Failures & Rejected Functional Acknowledgements
- Communication Failures (Trading partner is down, Cloud degradation, cert expiration,
etc.) - CIC processing failures and delays
Closing Tickets
Translation Failures and Rejected 997s
Please note that the Cloud Managed Services Team will alert customers in the event the reason for the translation failure originated outside of the cloud. A ticket notification will be generated to report the cause of the translation failure. Once the notification is sent, the notification ticket is closed as no further
action is required by Cleo. Customers are required to fix the data and resend. In the event
support is required, please reply to the transmission notification ticket. A new ticket will be
generated to reference the translation failure.
Customer Initiated Tickets
Tickets that are initiated by a customer will be closed upon receiving an approval or request to
close.
Ticket Status Reference Table
| Ticket Status | Status Description |
| New | This status is a default status when the ticket has been created and awaiting ticket owner assignment |
| Pending | Awaiting Customer Action - Must be used when waiting for information from, a decision by, or action to be taken by the customer. Including approval to close ticket. If no activity from customer within 2 days, the engineer will make follow up attempts to the customer and if no response is received after 10 days , the ticket will be marked as on hold or closed depending on the initial request. |
| Open | Awaiting Cleo Action - Automatically assigned when the ticket is updated by the customer via email or via the ticket portal. Must be used when the ticket is being worked (performing research, diagnosing, developing a resolution, testing, etc.) The Cleo engineer is expected to provide progress updates in a timely fashion. |
| Solved | Resolution was applied to a customer-initiated ticket and confirmed by the customer. Resolution was applied to a system alert ticket. |