Frequently Asked Questions

Q: How do I report any Destiny software issue to INTEGRA?
Q: How do I know my issue is being worked on?
Q: What are the hours that I can call Support?
Q. How long will my issue be in Support?
Q. How does Support prioritize issues?
Q. What happens if we are down before or after Support hours?
Q. What if I have a Custom Development or Enhancement request. Do I still go through Support?
Q: How does Support go about resolving an issue?
Q: If I’ve been talking to one particular person in Support about a certain ticket, should I always talk with that person? What if they’re not in?

Q: How do I report any Destiny software issue to INTEGRA?

Support Page
A: There are 3 ways to report your issue: by phone, by email, or entering the issue directly in our ticketing system, online.

Q: How do I know my issue is being worked on?

A: We give our clients access to our ticketing system so they can login at their convenience to check the status of the issue(s).

Q: What are the hours that I can call Support?

A: We are available Monday – Friday 7:00am – 7:00pm Central Standard Time

Q. How long will my issue be in Support?

A: That depends on the severity of your issue and if Support is able to duplicate your issue.

Q. How does Support prioritize issues?

A: We use 4 ways to your issue(s):

• Critical – Complete system failure, Cannot logon to system, Out of immediate legal compliance.
• High – Cannot close any/all loans, Immediate non-legal compliance issues.
• Medium – Cannot close loan – no workaround.
• Low – Workaround available, non-critical and non-compliance document issues.

Q. What happens if we are down before or after Support hours?

A: We try to accommodate our client’s normal working hours as much as possible. We are available during off hours by appointment only.

Q. What if I have a Custom Development or Enhancement request. Do I still go through Support?

A: Yes. All requests, questions, and issues are made through Support.

Q: How does Support go about resolving an issue?

A: Support works diligently to get issues resolved in a timely manner. We will first try to duplicate the issue to verify it is a system issue. Afterwards, we involve developers to help in resolving the issue.

Q: If I’ve been talking to one particular person in Support about a certain ticket, should I always talk with that person? What if they’re not in?

A: Yes. It is best to always ask for the Support individual working on your issue. If they are not available, you can leave a message on their voicemail to call you back.

Also, find out more about our Implementation and Training Services, Software Development Services and IT Infrastructure Services.