Support policy
In some cases the team will implement a temporary solution to restore operations in the short term and schedule other actions to fix the problem on a structural level. In such cases the Resolution Time ends after the implementation of the temporary solution.
All requests for the Selligent Interactive Marketing Support Team should be created using the “create ticket” function on the support portal (http://support.selligent.com). Customers receive credentials to log on to the customer support portal after the installation of their platform.
The default language used on the support system is English, but Dutch or French can also be used. The Selligent Support Team will answer tickets in the incoming language or English.
The support system can be used to report three types of Support Requests:
The system supports four levels of priority. The priority level is initially assigned by the customer but can be re-evaluated by Selligent based on the content or the urgency of a request. The delivery of a temporary solution might decrease the priority level of a ticket.
The table below gives an overview of the type of Support Requests and the accepted priorities:
Business Critical |
Urgent |
Normal |
Low |
|
Defect Report |
Y |
Y |
Y |
Y |
Change Request |
N |
Y |
Y |
Y |
Information Request |
N |
N |
Y |
Y |
Business Critical and Urgent priorities are only available for Support Requests related to production platforms.
The support portalis available 24/7, including week-ends and holidays:
A hot line(+32 11 82 20 45) for Urgent or Business Critical Support Requests is available 24/7.
The table below gives the Response and Resolution Times for the different priorities.
Response Time |
Resolution Time |
|
Business Critical |
Phone activation (24/7): immediate Support portal (Office Hours): 2 hours |
8 hours |
Urgent |
Phone activation (24/7): immediate Support portal (Office Hours): 4 hours |
2 days |
Normal |
2 days |
2 weeks |
Low |
6 days |
4 weeks |
Objectives: The Support Team will do its utmost best to answer any request as soon as possible, nevertheless in some cases it is impossible to respect the Response / Resolution time listed above. The objective is to respect both timings in at least 80% of the cases.
Service levels are not applicable when due to:
Any matter that cannot be resolved by the normal support procedure should be escalated by email to the Support Manager. In case this does not bring a satisfactory answer, the case should be escalated towards the Account Manager.
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