...
In addition to Service Desk, it is possible to receive customer support via:
- Direct email (support@hypertvx.com)
- Phone (+1.929.277.7519)
- Live Chat (Olark)
Support via phone or direct email is recommended to be used if critical issues occur. Issues including system inoperability, lockouts, and system errors are considered critical. For immediate support on issues such as minor system bugs and further guidance through the campaign creation, Direct Email and Live Chat are is the best way to go. If the operator is not capable of helping without the aid from the developers, a ticket is open on the client's behalf. From that moment on, the ticket is treated just as if the client would have opened it through Service Desk itself.
To each request a priority is associated according to the following scheme:
| Priority | Description |
|---|---|
| 1 | Service is unavailable or process cannot complete. There are no workarounds and the condition is business-critical. |
| 2 | Process cannot complete, but the condition is NOT business-critical. |
| 3 | "Cosmetic" problem with low criticality with no financial or business impact. |
Response and resolution time depends on customer support plan purchased chosen by the client.
Service Level Monitoring
...
SERVICE LEVEL MONITORING
Customer's support request, specific metrics are createdrequests are evaluated according to predefined metrics. These metrics are stored computed in real time in the system and are directly measurable can be provided upon client's requests. This allows both HyperTv's customer success team and the client to always improve its services and be compliant with the agreement.
...
Service Level Agreement's (SLA) goals depends on specific issues, their priorities, and to the kind of agreement in place. Customer success' operator can check the above mentioned metrics in real-time to verify that SLA's objectives are met.
CUSTOMER SUPPORTS REQUESTS
- Incident: Incident is the most serious problem a client can face and therefore has highest priority on any other.
- Problem:
...
- These requests are generally linked to malfunctioning aspects of the platform either due to bugs in the code or to systems' problems.
- Support: Support requests refer to platform's usage and guidance.
For details regarding each request, click on their respective links to see the section.