Thursday, May 17, 2007

Technical Support process on line

The Roxen Technical Support process
How are support calls handled?

Your problem will be accurately detailed in our Service Request Tracking System. It will be assigned a Case Number for tracking purposes, and Priority level based on the Priority level you set for the call (see Support Priorities below). The Priority level determines the path your Case will follow to resolution. After completing the information regarding your call, our Technical Engineer will begin the process of isolating the problem and resolving it. In the process of isolating your issue you may be asked to provide additional information and documentation such as Cases, traces and core readouts. The Technical Support Engineer who initially spoke with you will determine your problem and manage it’s resolution. Typically, this engineer will be your primary contact for the Case Number assigned to your call. If necessary, your issue will also be reviewed and worked on, by either a member of the Tier Two Technical Support Engineering team. However Tier 1 support engineer will always take the ownership of the case.

Read more?
Are you a customer and want to contact Technical Support? Go to the Technical Support contact page.
Would you like to learn more about Roxen's support offerings? Go to the Technical Support page.

Support priorities

Priority is defined as a problem or situation that reflects customers system or software issues and that jeopardizes the operation.
Priority
Description
Critical
System production unit severely impacted or completely down. Project deliverables severely impacted. System operations of mission-critical applications are down.
High
Same as "Normal" but with more attention because of escalation.
Normal (Default priority)
Production unit functioning with limited use. Production unit unstable, with periodic interruptions. Mission-critical applications are not affected, but system interruptions occur. Time-sensitive question impacting performance or deliverables.
Low
General information. Need clarification of procedures or information in documentation. Product enhancement requests.
Response times

Typically all phone support requests are responded to directly. However, should you not be able to reach a Technical Support Engineer during your first contact with Roxen Support, please leave a voice mail message and the next available Roxen support representative will respond to your call as rapidly as possible within the defined response times for the call priority. If you do leave a voice message or choose to contact Roxen via email or the web please provide you name, phone number, and call severity in your communications. After responding your call, our Technical Engineer will normally begin the process of isolating the problem and resolving it, the service request is then "Activated". Below is a matrix describing the different response times depending on the priority of the service request.
Priority
Response
Activated
Update
Critical
0-1 hours
Immediately
4 hours
High
4 hours
Daily
Daily
Normal (Default priority)
1 day


http://www.roxen.com/services/support/process/

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