Your ticket status helps you see what is happening and whether we need anything from you.
| Status | What it means |
|---|---|
| New or Open | Your request has been received and is awaiting review or further action. |
| In Progress | Our team is actively working on the request. |
| Pending Customer | We need information, access, a response, or confirmation from you. Reply to the ticket email when you are ready. |
| Pending Vendor/Partner | Progress depends on an outside provider or partner. We track the dependency and follow up. |
| Pending Scheduling or Scheduled | A support session or work window is being arranged or has been scheduled. Check the conversation for the agreed details. |
| Resolved | We consider the work complete and allow three business days for confirmation before automatic closure. Reply if the issue is still present. |
| Closed | The ticket is finished. If the same issue still needs attention, reply to its email with the details. |
| Customer Reply or Re-Opened | Additional information or a renewed request needs our team's review. |
| Cancelled | The request was withdrawn or is no longer proceeding. |
For an update, reply to the existing ticket or check My Support Requests. For an urgent change in business impact, call 602-428-0500. Response targets and coverage follow your support agreement.