For mutual customer ticket handling see: https://planetdds.atlassian.net/wiki/spaces/DIKB/pages/3430679223/Support+Qualifications#Exceptions%3A
TL;DR: Dentimax customers must always be referred to Dentimax first. All mutual customers must have a Dentimax rep on the call/in the remote session for training purposes.
Dentimax (Dentimax Cloud) - Dentimax customers will always be referred to Dentimax Support first. From there, if the support team at Dentimax requires further escalation, they will submit a ticket to us on the mutual customer’s behalf. We will always support Dentimax if they create (Apteryx only) tickets with us, regardless of end customer’s support status.
If Dentimax does not have capacity to assist the customer directly, we will need to wait for Dentimax to become available to join the call/troubleshooting session.