With SmartFees™ you can receive guaranteed rates and fees with built-in smart logic, streamlining loan management with real-time, accurate data.
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System Administration
How to Set Up SmartFees™ Credentials in Encompass® Partner Connect (EPC)
How to Update the SmartFees™ Document Mapping Folder in Encompass® Partner Connect (EPC)
Common SmartFees™ Setup Errors in Encompass® Partner Connect (EPC)
How to Set Up SmartFees™ Automated Service Ordering (ASO) in Encompass® Partner Connect (EPC)
Frequently Asked Questions
Visit the FAQ page for answers to common questions about the product.
Support
When you report an incident with SmartFees™, here’s what you can expect.
We’ll walk you through our incident management process, available support contact methods, and service timelines—so you know exactly how we work to resolve your concerns quickly and maintain a strong partnership with you.
Incident lifecycle
Incident priority assignment
The Incident Priority Matrix determines the priority of an incident based on defined impact and urgency criteria. Each reported incident is evaluated for its impact and urgency and an appropriate priority level is assigned.
Incident Priority Matrix | IMPACT | ||
URGENCY | High | Medium | Low |
High | P1 | P2 | P3 |
Medium | P2 | P3 | P4 |
Low | P3 | P4 | P5 |
Impact and urgency criteria
Impact and Urgency Criteria | |||
|---|---|---|---|
Category | Business Impact Description | Urgency Description | |
High | System outage or failure that significantly impacts the ability to generate fees; client is experiencing a complete loss of services; system access is restricted or inaccessible; user experience is severely degraded; high volume of customer’s user community affected. | No workaround is available; workaround exists but is impractical and would force the customer to materially change the tools and systems they use daily. | |
Medium | Significant aspects of business operations are affected by performance; Moderately affects a user’s ability to perform functions as a part of their role; Customer is facing isolated or intermittent ‘failure’ or a partial loss of services; Majority or Several users are affected. | Reasonable workaround exists and does not require a substantial change in user’s daily workflow; Customer’s business operations are functioning with limited capabilities or are unstable with periodic interruptions. | |
Low | Majority of software functions are still useable; Client’s business operations have minor loss of functionality; Incorrect product behavior with minor impact to business operations. | Reasonable workaround exists for product features that are unavailable; Minimal performance degradation; A general question that does not affect the software function; General or routine customer issues with no impact to additional files. | |
Contact methods by priority
Priority 3-5 Incidents | Priority 1-2 Incidents |
|---|---|
For Priority 3, 4, and 5 incidents (which make up the majority of cases), you can reach the Cotality™ Support Center during standard business hours: Business Hours: Monday–Friday | 6:00 AM – 5:00 PM PST | For Priority 1 and 2 incidents (critical breakage), our senior-level technical staff and business personnel are available 24/7/365, including holidays, until the incident is fully resolved. Our Priority Triage Team immediately engages on all Priority 1 and 2 incidents to quickly identify the root cause and determine the best resolution strategy. Business Hours: 24/7/365 |
| |
Service and communication timeline goals
Initial Response Time
The amount of time it takes for Support to respond to a client’s report of an incident or request for assistance.Communication
The frequency at which communication updates are provided to the client.Resolution Time
The timeframe within which the incident is resolved or an adequate workaround is provided.Time Working Resolution
The period during which incidents will actively be worked on.Root Cause Analysis (RCA) Completion
The timeframe for completing and delivering the RCA.
Priority | Initial Response Time | Communication | Resolution Time | Time Working Resolution | RCA Completion |
|---|---|---|---|---|---|
P1 - Major | 10 minutes* | 30 minutes | 2 hours | 24/7 | 3 business days |
P2 - High | 10 minutes* | 30 minutes | 2 hours | 24/7 | 5 business days |
P3 - Medium | 30 minutes | As status changes | Within 3 business days** | Business hours | N/A |
P4 - Minor | 8 business hours | As status changes | Within 6 business days** | Business hours | N/A |
P5 - Low | 8 business hours | As status changes | Within 30 business days | Business hours | N/A |
*30 minutes, if after hours. **Software bugs to be resolved within planned release. | |||||