Support Team Process

Owned by Harriete Arnold
Last updated: 2023-10-19 by Former user (Deleted)
4 min read

 

This document provides transparency on the Support Team Process, including a breakdown of the following topics:

Support Team Structure

Ensuring Seamless Customer Assistance

The Support Team operates to deliver customer assistance throughout the entire case lifecycle. With dedicated Support Engineers, this team plays a vital role in addressing customer inquiries, resolving issues, and contributing to the user experience.

 

Support Engineers: Navigating the Case Lifecycle

Our skilled Support Engineers serve as a point of contact for our valued customers when a problem arises. They have a great knowledge of the product, enabling them to provide insightful guidance and solutions. 

 

Key responsibilities of Support Engineers include

 

Case Management and Customer Communication

From the moment a customer submits a query or encounters an issue, Support Engineers take care of managing the case. They maintain communication with the customers, ensuring a clear understanding of the problem at hand and keeping clients informed about the progress of their cases.

 

Troubleshooting Expertise

Support Engineers use their technical knowledge to diagnose and address customer-reported issues. 

 

Bug Reproduction and Resolution

In cases involving software issues or anomalies, Support Engineers reproduce reported bugs. Additionally, they collaborate closely with the Development Team to ensure timely resolution and seamless updates.

 

Collaborative Approach for Complex Cases

Our Support Team applies a collaborative case management process to ensure comprehensive problem resolution. When a case presents a complex challenge, or when additional support is needed beyond the scope of the Support Engineer's expertise, the case is discussed with the Product Management and Development team. This involves a seamless coordination between the Support Engineer, the Product Manager, and the Development Team.

Support Escalation Path

If the customer was to experience any issues related to the Support Team, here is the Support Escalation Path:

Level

Title:

1

Customer Success Manager

2

COO - Chief Operating Officer

3

CEO - Chief Executive Officer

 

Incident Category Definitions

Severity 

Definition 

Criteria

Level 1 - Critical 

Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.

Functions

  • Software errors that prevents the functionality of ADvendio

Data

  • Major discrepancies in the data within ADvendio

  • Data is unusable, corrupt or no longer available in the system. The analyses in the system cannot be used as regards content

Back End

  • Major discrepancies in data or functions within ADvendio, which are transported through interfaces from connected systems (AdServer, ADvendio). The discrepancies are caused by errors in the interfaces or distorted by functions of ADvendio.

 

Severity 

Definition 

Criteria

Level 2 - Urgent 

Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround is available. 

Function

  • Non-critical system functions have failed and are noticeable to the user.

Data

  • Some discrepancies in the data within ADvendio

  • Increase in unusable or corrupt data and data no longer available in the system or the accuracy of the analyses available in the system is partially affected.

Back End

  • Some discrepancies in data and functions within ADvendio, which are transported through interfaces from connected systems (AdServer, ADvendio). The discrepancies are caused by errors in the interfaces or distorted by functions of ADvendio.

 

 

Severity 

Definition 

Criteria

Level 3 - High

System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

Function

  • Non-critical system functions have failed and are noticeable to the user.

Data

  • Some discrepancies in the data within ADvendio.

  • Increase in unusable or corrupt data and data no longer available in the system or the accuracy of the analyses available in the system is partially affected

Back End

  • Some discrepancies in data or functions within ADvendio, which are transported through interfaces from connected systems (AdServer, ADvendio). The discrepancies are caused by errors in the interfaces or distorted by the add-ons installed by ADvendio.

 

 

Severity 

Definition 

Criteria

Level 4 - Medium

Inquiry regarding:

  • a routine technical issue

  • information requested on application capabilities

  • navigation

  • installation or configuration

  • bug affecting a small number of users

Reasonable workaround available. Resolution required as soon as reasonably practicable.

Function:

  • Marginal errors in the software that do not impair the functionality of ADvendio and/or add-ons.

Data

  • Slight increase in discrepancies in the data within ADvendio.

  • Data are unusable to a minor degree and do not hinder the daily processes of the user or the accuracy of the analyses available in the system.

Back End

  • Minor discrepancies, erroneous or unavailable data/functions which do not affect employees or analyses

 

Case Reason definitions 

Reason

Definition 

Bug

An anomaly, unexpected or irregular behavior or errors.

Question about handling 

Any doubts or questions about the product, questions on the documentation, responding to questions on new ADvendio functions, support if documentation is not (yet) available, support for incomprehensible functions. 

Customization / development request 

If the customer has a requirement for a customization unique to their business needs.

Feature request 

If there is a feature which could benefit the product as a whole.

 

Target Initial Response Times

Depending on the Premium Success Plan and severity of the case our target initial response time ranges from 2 hours - 2 business days.

Target Initial Response Time for Premium Success Plans and Basic Success Plans include business hours only and excludes weekends and public holidays.

Click here for more information on our Support Plans

Support Process Flow