For Technical Support:
Phone: (706) 828-2955
Toll Free: (800) 233-1339 - Enter option 1 then option 2
Monday - Friday, 8 AM - 5 PM EST
***If you have an after hours emergency situation (See SLA table below), please submit an issue and then call the above number. You will be given the option to have your call routed to the after hours emergency support engineer.
E-mail address:
mdw.support@morris.com
Questions or concerns:
Beth Bradley
beth.bradley@morris.com
(706) 828-2957
Submitting Issues:
All Morris businesses are expected to enter a ticket into TeamTrack. ASP and Enterprise customers may submit issues via email to mdw.support@morris.com
About Issue Response Times:
Our goal is to provide excellent customer service and support to all of our customers. Our SLA guidelines with regards to response times are as outlined below unless otherwise stated in your specific contract:
1- CRITICAL (EMERGENCY) |
3 - MEDIUM |
24/7/365 Support *A licensed product is NOT operational *Client is experiencing a complete loss of service *Resolution in 36 hours or agreed upon timeframe |
*A licensed product is operational but is not operating as documented or warranted *Client has a time-sensitive question regarding a licensed product *Resolution within 5 business days |
2 - HIGH |
4 - LOW |
*A licensed product is operational but functionality is seriously affected *Operational in a restricted fashion and
this level can only be maintained for a few *Resolution within 2 Business Days |
*Customer has a non-urgent *Product is operational *Resolution within 10 business days |
