Advisor Portal

Feature Issue is defined as A feature is not functioning as intended. ie: Broken forms, errors in the portal, Data flow / automation between systems is disrupted, or, generally, a system functionality not working properly.

Use when: Something that previously worked is now broken or producing errors

Feature Request is defined as A request for new functionality or enhancement. ie: Adding new tools, modifying workflows, or improving existing features.

Use when: The functionality does not currently exist or needs improvement

Data / Access Request is defined as A request for information or system access. ie: Pulling backend data, locating records, updating user permissions, or retrieving reports.

Use when: No issue exists, but assistance is needed to access or retrieve information

Other is defined as Any request that does not clearly fit the above categories. ie: General questions, edge cases, or unclear requests.

Use when: The request does not align with a defined category

Critical is defined as Immediate response required. ie: System down, client-facing outage, or revenue-impacting issue.

Resolution target: within 6 business hours

High is defined as Significant impact to operations. ie: Major functionality issue where a workaround may exist but efficiency is materially reduced.

Resolution target: within 12 business hours

Medium is defined as Moderate impact. ie: Issue affects workflow or efficiency but does not block core operations.

Resolution target: within 24 business hours

Low is defined as Minor issue or general request. ie: Enhancements, cosmetic issues, or non-urgent support requests.

Resolution target: greater than 24 business hours, typically within a few business days