Support Terms

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Support Email: tickets@oneteam.uservoice.com
 
Resolution Process for issues of severity levels 1 and 2
1. Trouble Ticket opened
2. Assign engineer to determine and correct the error
3. Periodic reports on the status of the correction
4. Initiate work to correct the error

Target response time in accordance with the table below:

Severity

Definition

Response Goal

Details

 

Severity 1

 

Service substantially fails to perform

 

1 hour

-      Trouble Ticket opened

-      Assign engineer to determine and correct the error

-      Periodic reports on the status of the correction

-      Initiate work to correct the error

 

Severity 2

 

Substantial degradation in performance of the Service

 

2 hours

-      Trouble Ticket opened

-      Assign engineer to determine and correct the error

-      Periodic reports on the status of the correction

-      Initiate work to correct the error

 

Severity 3

 

Minimal to no impact on the availability or performance of the Service

 

3 days

 

-      Commercially reasonable efforts to include in next major release

 

Frequently Asked Questions

  1. Support Terms
  2. What is OneTeam Search?
  3. What is a OneTeam Company Profile?
  4. Does my company need a subscription to support a prime as a subcontractor?
  5. How do I activate a free trial?
  6. Why do I need SAM POC authorization to create a Company Profile?
  7. How do I update the information shown for my company?
  8. How do I save a Favorite Search?
  9. How can I filter my search by location?
  10. How do I add my company to OneTeam Search?
  11. How do I remove my company from OneTeam Search?
  12. I forgot my password, how do I reset it?
  13. How do I change my company's POC information in OneTeam Search?
  14. Why does OneTeam show that my company has Delinquent Federal Debt?
  15. How do I save a view after adding a column on the Opportunities List?
  16. How can I track the Prime on an opportunity where I am a Sub?
  17. How do I assign roles like Capture Manager and Proposal Manager to an opportunity?
  18. How do I use the Schedule tab Subscribe button to view a calendar in Outlook?
  19. How do I mark a Schedule task as complete?
  20. What information can my subcontractors see when I add them to my opportunity?

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