How do I launch a support ticket?
For information about creating an online support ticket, refer to this wiki article.
What after-hours support do you provide?
After hours support is limited to critical and urgent issues. Critical is defined as system outages or issues that threaten immediate work stoppage. Urgent is defined as production that is proceeding in a significantly impaired fashion but not causing immediate work stoppage. This support is provided by email and is staffed by on-call personnel. Issues will be triaged within 15 minutes and a status notification will be sent to you within 1 hour for Urgent and Critical issues. This notification will include an estimated time to resolution. The goal is to get you back up and running as quickly as possible with minimal impact on your organization.
For information on launching a Critical Ticket refer to this wiki article.
How are upgrades delivered?
Upgrades, Hotfixes and new releases will be assessed by our Project Management Team and rolled out to clients to ensure minimal impact. In most cases, rollouts will be transparent to clients. Release notes and communications will be sent prior to the rollout so that you understand what is happening and how it affects you. We only do rollouts on certain days to ensure that we have a maximum coverage available to support users if issues arise. In the case of a large feature release, we may decide to stage this release to our clients and work directly with them to bring them up quickly and efficiently.
What provisions do you have for training?
New customers get one-on-one system training as per their contract. If more is required, this can be negotiated with your Sales Rep.
The wiki has a full compliment of articles, FAQs and videos to help you going forward.
How is your support team structured?
The support team is staffed with 5 people currently. 3 front line support agents help all customers with support issues by email and Premium support customers by telephone. They also use live chat support and have the ability to do screen sharing if the issues requires it. Two additional members act as escalation points to help push fixes through development and manage the customer experience.
Do you have online resources, self-help tools? Knowledge base articles, Community forums etc.?
Yes, we have a public wiki available that contains articles, FAQs, videos and webinars. We also have a newly launched community forum.
What hours is telephone support available?
Telephone Support is available to our Premium customers Mon-Fri 9-5 EST. Standard Plus support clients have email and chat support only. This is available for the same hours.
How does your escalation process work?
Issues are escalated when the front line staff has determined through working with the customer and testing that an item is a bug. The escalation manager will assess the bug's severity and the impact it is having on the client and enter the issue into JIRA. JIRA is the system we use to track development work. The issue will be linked through JIRA to the Help Desk conversation. The client will be advised on estimated time to resolution and the Development team will address the bug. Once addressed, it will be passed to the Quality Assurance team for testing. The client will be informed that the issue is addressed and available for their own assessment on the Client Preview Site. All clients get a testing/preview space as part of their installation. The preview spaces exist to allow clients to test or stage changes to their system. The preview spaces are secured in the same manner as our production/live systems, though they exist in a testing environment. Once the client is happy with the fix, we make arrangements with Project Management to roll it out. Please note, depending on the severity of the bug, fix times can range from 1 day to many months.