Flourish Software Escalation Contacts & Procedures 

Work requests and issues can be reported to the Flourish Software Support help desk via email or phone: support@flourishsoftware.com or 844.226.5444.
  • Flourish Software Support is available 24 x 7 for trouble ticket management
  • Callers are provided the option to leave a “Call Back” number, on business days from 5:00 AM to 7:00 PM Pacific, rather than wait on hold. Our average “Call Back” response time is under 10 minutes. 
  • If the call goes to voicemail, we strive to return calls within one hour.
  • Flourish Software Support will provide a case number for all incidents and requests.
  • Advanced configuration or emergency issues between the hours of 7:00pm Pacific and 4:00am Pacific will be routed to on-call personnel.

Flourish Software Support Priority Levels

The priority levels described in this section are reflective of the impact of issues or deficiencies on the customer’s business operations. We shall use the following as a guideline in assisting customer POC in determining the appropriate Priority Level to assign and record for each deficiency.

The priority levels noted below include Flourish Software configurations and functionality in the current “gold”/production software release.  Any custom application changes or software development will require a review of requirements before a resolution/completion time frame can be given.  In addition, work requests involving configuration changes for multiple facilities may be treated a project and require additional time.

Response times refer to requests submitted through the Flourish Software Support help desk. Phone: 844.226.5444 and email:  support@flourishsoftware.com and exclude requests sent through other channels, including emails or calls directly to Flourish Software personnel.

Contributing factors outside of Flourish Software control will be reviewed with Customer POC and may extend resolution times.  These factors include:  customer provided hardware, operating system, non-Flourish Software applications, Internet connection, LAN connectivity.

 

  1. Level 1 Priority - A deficiency condition exists where any software component becomes unavailable, jeopardizes customer's compliance with laws, affects the security or integrity of any customer's data, or degrades the Software's response time below Customer's performance requirements.
    • We strive to respond to the initial request within 60 minutes. 
    • We strive to resolve all Level 1 Priority deficiencies within 1 business day of the notification of deficiency.
    • A Level 1 Priority includes a non-operational Cultivation/Manufacturing/Processing/Distribution/Wholesale Module or  POS (Point of Sale) not caused by failure of customer premise equipment/ operating system or integration partner.
  1. Level 2 Priority – A deficiency condition exists and moderately disrupts customer's business operations or requires users to implement temporary workaround processes for no more than one (2) Business days.
    • We strive to respond to the initial request within 4 hours. 
    • We expect that all Level 2 Priority deficiencies are resolved within 2 business days from the notification of deficiency.
    • A Level 2 Priority includes an impairment to a component of the Flourish Software not caused by failure of customer premise equipment/ operating system or integration partner.
  1. Level 3 Priority – A deficiency condition that requires Tier 2 Support escalation.  This condition minimally disrupts a portion of customer's business operations, causes a noticeable degradation in the software's response time but does not impair stand Flourish transactions or inventory moves. 
    • We strive to respond to the initial request within 24 hours. 
    • We expect that all Level 3 Priority deficiencies are resolved within 3 business days of the notification of deficiency.
    • A Level 3 Priority includes non-transactional Flourish Software related functionality.
  1. Level 4 Priority – A deficiency condition exists that minimally disrupts Customer's business operations, causes a noticeable degradation in the Software's response time but does not degrade below customer's performance requirements.
    • We strive to respond to the initial request within 24 hours.  We expect that all Level 4 Priority deficiencies are resolved within 4 business days of the notification of deficiency.
    • A Level 4 Priority includes, re-installing Flourish Software applications (non-critical incident), changing existing configurations (business partners, product categories, data/reporting questions, new data or feature set up (i.e. adding new SKU or vendor).
    • Note Flourish Software currently completes 80% of Level Priority 4 requests within 1 business day.

 

 Support Priority Levels

Incident Priority Level

Type

Description

Target Response Time

Target Resolution Time

1

Critical Trouble Ticket

Error or communication deficiency causing a critical impairment to a Flourish Software hosted core application from being inaccessible.  (Not caused by failure of customer premise equipment, operating system or integration partner.)

A Flourish Software Support representative will strive to respond within 1 hour.

1 Business Day

2

High Trouble Ticket

Error or communication deficiency that causes a major impairment to a module within the Flourish Software hosted environment.  (Not caused by failure of customer premise equipment, operating system or integration partner.)

A Flourish Software Support representative will strive to respond within 4 hours.

2 Business Days

3

Elevated Trouble Ticket

Enhanced feature deficiency that requires Tier 2 escalation.  This may include any additional functionality and features that do not impair standard transactions.

A Flourish Software Support representative will strive to respond within 24 hours.

3 Business Days

4

Standard Trouble Ticket / Work Request

Standard trouble ticket or error, work request or user interface training question that causes minor impairment and can be rectified by Tier 1 Support via user interface configuration. 

A Flourish Software Support representative will strive to respond within 24 hours.

4 Business Days