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Response and resolution time depends on customer support plan chosen by the client.
Service Level Monitoring
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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.
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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.
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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.