Colonial App Support Model
The support model for our Colonial third party app products is the same as our standard support model - we only provide direct support to agency premier users. We do not provide support to your Colonial reps or enrollers, and we do not schedule calls to review company-specific issues that are occurring. Please be sure to clearly communicate this with other agency users, your Colonial reps and your Colonial enrollers. To that end, your number one step should be to have your agency's premier user submit a ticket into support that outlines the issue so we can take a look.
In order for us to properly troubleshoot and determine the issue, you will need to provide the following details:
What is the issue/error? If you're seeing an error message, include a screenshot of the entire page. Since most products are available by enroller only, we have no way of getting in to see these errors on our end. If you can't provide a screenshot, include the entire contents of the error message.
Is this issue/error occurring for all or specific app products? If specific, include product name(s).
Is this issue/error occurring for all or specific ees? If specific, include ee name(s).
Is this issue/error occurring for all enrollers or specific enrollers? If specific, include enroller name(s).
Where is the issue occurring - e.g. when hitting X button, when bridging back over from Harmony, etc.?
Were any ees able to successfully bridge over to Harmony and then bridge back?
In addition to confirming the above, you will also need to send us a copy of the Colonial/EN setup form that was provided to you by your Colonial rep for implementation. We will need this in order to confirm that everything has been configured correctly.
If we're unable to determine the issue on our end after reviewing the information provided, we may then ask you to reach out to your Colonial rep to confirm if there are any issues/errors popping up in their system. If no, it is at that point that we will reach out to our Colonial integration contact(s) directly to troubleshoot.