Send support request emails from Freshdesk or cc HMISsupport@end-homelessness.org so there is a searchable record of the request and the issue/solution are easily shared with the HMIS team.
Send an email immediately if the system is down, unreachable.
If a user reports an issue, 504 or "octopus page," incorrect reporting results, etc.
- Get as much information from the user as possible to recreate the issue. Only report issues that we can verify/recreate. Get on a screen share with the user if unable to duplicate.
- Document the process: as you work to verify the issue save screenshots, exact steps to create the issue, browser type and version, reporting criteria etc. Include as much detail as possible.
- Work with the HMIS team to determine if the issue can be resolved without tier 3 (BF) support.
- Send email from Freshdesk or cc HMISsupport@end-homelessness.org if tier 3 support is required.
BF Support Contact Information
Email support@bitfocus.com to report bugs/issues or questions about features or functionality
For routine day-to-day issues, our awesome Technical Support Team is available for quick solutions; they can be reached via live chat, phone (800-594-9854 ext. 2), or email (support@bitfocus.com). Should the matter require my assistance, the Helpdesk will assign the ticket to me and I’d work the ticket toward its resolution.
BF account rep (BFF): Goeff Battersby, geoffb@bitfocus.com, 800.594.9854 x259. Contact Geoff regarding contracting, to initiate a statement of work, etc.
Clarity feature requests can be submitted here: https://ideas.bitfocus.com/forums/930328-clarity-human-services/filters/my_feedback