# Client Portal — Existing Partners

## How to Request Support for our Existing Clients

## Welcome back. Here's how to reach us.

For emergencies, call us or include EMERGENCY in your email subject line. For all other requests, log in to your Redmine environment and open a ticket.

Method  |  Use for  |  Contact Method   
---|---|---  
Redmine (client portal)  |  Standard requests, questions, project work  |  Login at redmine.commandprompt.com   
Email  |  Standard and emergency requests  |  Use your client email. Include EMERGENCY in subject for emergencies.   
Phone  |  Production emergencies  |  +1.503.667.4564 option 2   
  
## Using Redmine for Requests & Maintenance

To keep our workflows organized and timely, **Redmine is our primary hub** for all requests.

  *  **How to Request Work:** For maintenance tasks or new work sessions, please create a Redmine ticket.
  *  **Point of Contact:** Please set all new requests to **Maggie Samons** , our Project Manager (PM).
  *  **Monitoring & Review:** Please note that non-urgent requests are routinely monitored by our support staff to ensure nothing is missed.
  *  **Severity Levels:** For guidance on how to categorize your request, please refer to the table below or the "In Case of Emergency & Severity Procedures."



Our team members are often balancing active incidents or scheduled work for other clients. For any urgent coordination or scheduling shifts, please reach out using one of the methods above.

This approach is the most reliable way for our project management team to review your needs and allocate the right resources, and keep our technical team on task for mutual success.

## File Sharing & Security

To maintain full transparency and keep your project history in one place, we ask that you **do not send files directly to individual team members’ emails.**

  * Centralized Documentation: Please upload all files directly to the relevant Redmine ticket.
  * Secure Data: If you are sharing sensitive data, feel free to use a secure "cut and paste" tool within the platform.



This ensures our entire project team has the context they need to help you.

## Emergency Procedures

Download our emergency contact procedure below for offline reference. Keep it somewhere your on-call team can access without logging in.

[Download Emergency Procedures [PDF]](<https://www.commandprompt.com/files/emergency_procedure.pdf>)

## SLA & Emergency Response Times

  * SLA and Proactive tier clients: under 1-hour emergency response from a Command Prompt technical expert, 24x7x365.
  * Consulting tier clients: best-effort response. After-hours, emergency, and holiday rates apply.



Severity Level  |  Error Classification  |  Initial Response Time  |  Resolution Response Time Goal   
---|---|---|---  
4  |  Low  |  24 standard operating hours  |  Next Release   
3  |  Medium  |  24 standard operating hours  |  10 business days   
2  |  High  |  24 standard operating hours  |  5 business days   
1  |  Emergency  |  1 hour  |  24 standard operating hours   
  
## Severity Levels and Error Classifications

###  Severity 4 (Low) 

* * *

  * Client requires information or assistance on software capabilities, installation, or configuration.
  *  **Client reports a cosmetic or documentation issue that has no material impact on current productivity, or Licensee reports a problem or makes a suggestion that would result in a product enhancement.**



###  Severity 3 (Medium) 

* * *

  * The software is not functioning in accordance with the specifications, affecting development, test, staging, or quality assurance (but not production) environments, or production business operations are impacted, but a known work-around exists.
  *  **Client is able to implement the workaround without severe interruption or production processing.**



###  Severity 2 (High) 

* * *

  * The software is not functioning in accordance with the specifications, affecting development, test, staging, or quality assurance (but not production) environments, or production business operations are impacted, and no known work-around exists.
  *  **Client is not able to implement the workaround without severe interruption or production processing.**



###  Severity 1 (Emergency) 

* * *

  * The software is not functioning in accordance with the specifications, production business operations cannot be performed, and no work-around is available.
  *  **Command Prompt and Client are willing to commit full-time resources 24/7 to resolve the situation.**



## Special Note regarding Emergency Status

Please note that Emergency calls result in allocating staff away from other high priority tasks and/or waking our staff in the middle of the night. The emergency status must be reserved for critical situations only.

We understand needing a response, but be aware that we manage dozens of projects and must prioritize and respond appropriately. We will of course assist as soon as we are able.

The procedure for maintenance and similar tasks is to create a Redmine ticket and assign to our project manager. She will ensure it is reviewed and resources allocated in a timely manner in accordance with your agreement.

We recognize that this is a formal procedure but it is the only way to manage resources that provides the level of service our clients expect and deserve.

## Need to Add Coverage or Upgrade?

If your needs have changed — new infrastructure, a version upgrade, compliance requirements — contact our project management team or reach out below.

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[View this page online](https://www.commandprompt.com/support/client-portal/)