Introduction to Solutions360 Customer Care
Solutions360 Customer Care is your primary resource for product support, issue resolution, license requests, and guidance on configuration and customization options after go-live.
Click on each section to read more on:
- Customer Care coverage hours and responsibilities
- Support request priority definitions and response expectations *
- Who can contact Customer Care (Authorized Contacts)
- How to contact Customer Care and submit effective support requests
- How to request additional licenses
- Customization request pathways
- Customer Success Manager (“CSM”) engagement
* Support levels may vary based on your organization’s signed support agreement. Always refer to your agreement regarding final terms.
1. Customer Care Hours and Responsibilities
Standard Coverage *
Monday – Friday
9:00 AM – 7:00 PM EST
* Solutions360 Support availability outside standard hours may vary depending on your support agreement.
Responsibilities
Solutions360 Customer Care serves as your central support coordination team and will:
- Acknowledge and log incoming requests
- Confirm Call priority level
- Investigate and troubleshoot reported issues
- Provide status updates
- Coordinate escalation when needed
- Route enhancement/customization requests appropriately
- Help track issues through resolution
2. Support Priority Definitions & Response Expectations *
Customer Care assigns priority levels based on business impact and urgency.
| Priority Level | Definition | Examples | Response Time |
|---|---|---|---|
| P1 | High urgency and high impact. Usually renders a significant portion of Q360 unusable. A high number of users are impacted or unable to do their job. |
|
Within 2 hours |
| P2 | A significant issue affecting major functionality for which there is no workaround. Usability is impaired, but the system is not completely inoperative. |
|
Defined in support agreement* |
| P3 | A moderate issue, usually with a workaround, or one that affects a secondary function of Q360; the issue does not impact the user’s ability to continue using Q360. |
|
Defined in support agreement* |
| P4 | An issue of minor significance that does not impact the user’s ability to use Q360. |
|
Defined in support agreement* |
| P5 | An issue of low urgency and low impact, such as an aesthetic issue, that does not impact a user’s ability to use Q360. |
|
Defined in support agreement* |
* Note:
Response time refers to acknowledgement and engagement, not full resolution time.
3. Authorized Contacts
What Are Authorized Contacts?
Authorized Contacts are designated individuals approved to submit support requests to Solutions360 Customer Care on behalf of your organization.
Limiting authorized contacts helps:
- maintain security
- ensure request accuracy
- streamline approvals
- prevent conflicting instructions
Organizations typically maintain up to four Authorized Contacts.
How to Identify Your Authorized Contacts
You can confirm your Authorized Contacts by:
- contacting your Customer Success Manager (CSM)
- requesting confirmation from Customer Care
- referencing completed Data Access Authorization Request form
How to Update Authorized Contacts
To update Authorized Contacts:
Contact your Customer Success Manager (CSM) or or Solutions360 Support with the request. You will be provided with next steps after your request is received.
Note: Changes become active once confirmed by Solutions360.
4. How to Contact Solutions360 Customer Care
Authorized Contacts can contact Customer Care using the following methods:
Option 1: From Within Q360
Navigate:
“?” or Help → “Send Email to Customer Care”
Option 2: Email
Send requests to:
Option 3: Customer Support Portal
Submit requests through:
Contact Customer Care if login access is required or needs renewal. See “Customer Portal Dashboard” section below for more info.
Option 4: Phone Support
(800) 450-7748
Submit Effective Support Requests
Providing clear information helps accelerate resolution.
Include:
System Navigation Path
Example:
Service Tab → Work Queues → Service Contract Renewal Queue
Description of Issue
Explain:
- what happened
- when it occurred
- who was affected
Steps to Reproduce
Example:
- Open project
- Select service queue
- Attempt renewal action
- Error appears
Expected Result
What should have happened?
Error Messages
Attach screenshots when possible.
Troubleshooting Already Attempted
Example:
- user logout/login
- browser change
- retry attempt
- alternate workflow test
Supporting Attachments
Include:
- screenshots
- exports
- links
- logs (if available)
Detailed submissions significantly improve turnaround time.
5. Request Additional Licenses
Authorized Contacts may request license changes through Customer Care.
Before submitting a request:
Review your signed agreement for:
- minimum license counts
- billing terms
- adjustment limits
Most agreements allow:
- increases at any time (subject to agreement terms)
Include the following in your request:
- number of licenses requested
- license type (Full / Tech / other)
- effective date
Customer Care will coordinate fulfillment and billing updates as needed.
6. Customizations Overview
Solutions360 supports three customization pathways:
a) Q360 Admin-level Configuration
b) Solutions360 Customization Services
c) Third-party Customizations
Choosing the correct path helps ensure long-term maintainability and upgrade compatibility.
a) Q360 Admin-level Configuration
These are configuration-level adjustments handled internally by your organization’s system administrators.
Examples include:
- layouts
- fields
- dashboards
- workflows
- templates
- queue configuration
These changes typically do not require developer involvement.
b) Solutions360 Customization Services
Use this option when development work beyond configuration is required.
Customization workflow:
Step 1 — Submit Request
Open a support call describing:
- objective
- expected outcome
- business impact
Step 2 — Specification Drafting
A Business Analyst will:
- review feasibility
- draft a specification (SPEC)
- or reach out via email
- or schedule discovery discussion
Estimated timeline:
5 – 7 business days
Step 3 — Specification Approval
Customer reviews and approves SPEC.
Typical approval window:
~2 business days
Step 4 — Estimate Approval
Customer receives:
Quote with estimated hours via eAccept
Typical approval window:
2–3 business days
Step 5 — Development Begins
After approval:
request moves to Developer queue
Timeline varies based on complexity.
Step 6 — Internal Testing
Business Analyst validates deliverable.
Typical turnaround:
2–3 business days
Step 7 — Customer Review & Acceptance
Customer validation window:
~3 business days
Invoice issued after final approval.
c) Third-Party Customizations
Customers may engage internal developers or third-party partners to build customizations.
Before proceeding:
Customer must obtain authorization from Solutions360 Customer Care.
This ensures:
- compatibility
- upgrade safety
- support alignment
- environment protection
Support boundaries:
Solutions360 supports the platform itself but cannot guarantee support for externally developed custom code.
7. Customer Success Manager (“CSM”) Engagement
Your Customer Success Manager provides strategic guidance beyond support issue resolution.
Typical CSM activities include:
- periodic status meetings or updates
- review of open support activity
- Q360 adoption guidance
- roadmap alignment
- optimization recommendations
- Customer Portal dashboard training
Meeting frequency is tailored to your organization’s needs.
Customer Portal Dashboard
The Customer Portal allows you to:
- view active support requests
- review closed requests
- monitor progress
- track customization activity
- manage communication history
Contact Customer Care if access assistance is required.
Additional Support Resources
For detailed instructions, see:
- Contacting Customer Care
- Authorized Contacts Management
- Submitting Effective Support Requests
- Requesting License Changes
- Customization Request Process
- Third-Party Customization Policy