Submit a ticket : Leopard Systems Support Portal

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Name

Contact Name

Contact Phone Number

Phone Number

Company

Subject

Product Type

Device Model

Serial Number(s) of affected devices

System Environment where issue found

Your internal Help Desk ticket number

Business Impact

Number of affected devices

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Priority

Confirm before proceeding this issue has been addressed by your internal Level 1 Help Desk and IT staff prior to logging it with 3rd Level Leopard System Support

Number of affected users

Product

Number of users affected

Application User ID

MDM Device ID/Serial Number/Device Number

Date on which the issue occurred

Time

Product

Description of issue

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Leopard Support Ticket Help

Please Note:

Service Level Agreement (SLA): When registering a support ticket request please select the appropriate priority level listed below that best describes your circumstances. Leopard Systems will assess the issue and provide feedback if it requires reclassification and you will be notified by email of any updates.

• Priority A – After Hours: *** Priority A – After Hours support should only be used by organisations that have a 24/7 Support Agreement with Leopard Systems. For instances where an agreement is not in place by lodging the support ticket you agree to the additional charges that are attributed to the services. After hours times are AEST 5pm – 9am Monday to Friday, Weekends and Melbourne, Australia Public Holidays. Once ticket is submitted with this priority, please also contact 24/7 After Hours Support on +61 3 9938 6730.

• Priority A: An error that results in the software being substantially or completely non-functional or inoperative, causing a business outage. Response required within 30-60 mins, workaround provided within 8 hrs and a final resolution in 15 business days.

• Priority B: An error that results in the software being significantly impaired due to it operating or performing other than represented in the documentation provided to the customer by Leopard Systems (including but not limited to release notes, functional specifications and user guides) . Response required within 3-8 hrs, workaround provided within 5 business days and a final resolution in 30 business days.

• Priority C: An error that results in the software being impaired due to it operating or performing other than represented in the documentation but does not have a material adverse impact on the performance of the software. A customer enquiry can also be raised in this manner. Leopard System will notify you by email if the support ticket has been re-classified as a C. Response required within 1-2 days, workaround provided within 10 business days and a final resolution in 90 days or the next agreed software release.