CSD CASE ESCALATION PROCESS

CSD Sydney

APAC Programming

Plug In Upgrade

Client identifies an issue

Client raises the issue with CSD via:

Email

Case created in yCRM for the issue

Client Central

Phone Call

Can issue be

resolved by CSD?

Yes

No

CSD provides

fix to client

CSD forwards case to APAC Programming

Customization

Data Fix

System Bug

Package

CPR

TR

Can issue wait for

an upgrade?

No Hotfix

Yes

Scheduled TR fix in later

Plug In version

Subject to Yardi review

Subject to Yardi review