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FAQ - Support

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What is White Glove Support?

White Glove Support refers to the term "Achieving Excellence" in the support structure. The model reflects our goal to offer you solutions, support and service that extend beyond normal expectation and operations in our effort to achieve excellent support. We will provide you with a dedicated telephone number for your support needs, our White Glove Priority Plan structure for portal cases and even assign your own Technical Account Manager. On top of this we will provide a pre-defined elevation and escalation plan that comes with a dedicated executive sponsor.

 

What is a Case Review Session?

Case Review Sessions grant you access to a Technical Account Manager who will work closely with you to address your question or issue on the phone or over a screen share.  A Review Session is limited to sixty (60) minutes of total time which may include planning and/or meeting.  

 

How does my case get reassigned?

Your case may be reassigned based on the context of the inquiry or the duration of the resolution.  A Level 1 support engineers will assess all new cases and attempt to resolve or further diagnose your issue.  If your inquiry is regarding a topic that is beyond General Application Usage or Level 1 Support knowledge, your case will be reassigned to a Level 2 support engineer.

 

How are support requests handled?

Tickets are assigned and responded to within the Initial Response Time defined in the customer’s support plan and priority level. If a customer calls into the LiveOps Support and has phone support, a ticket will be created on their behalf in the LiveOps Case Portal. If the question can be answered by the support agent on the phone without requiring additional research or re-production of the issue, then the ticket will be closed in the Case Portal recapping the solution provided on the phone. 

 

I have a Standard Support plan which does not come with telephone or on demand case review support, what will happen if I call in or request case review?

Standard support customers are allowed to call in case of a priority 1 call center outage or the inability to conduct daily business. A Charge may apply if you call the outage number for a normal service request.

 

I have a standard support plan which doesn't come with on demand case review sessions, why is LiveOps Support scheduling a session with me?

While your support plan does have limitations on scheduling case review sessions, we have intentionally chosen to not limit how we schedule review sessions with you.  This may mean that our support engineers opt to call you directly, engage in a chat or even screen share.  We believe that the best support is fast and effective and we encourage our support engineers to use all the tools (phone, chat, screen share).  

 

My case was submitted as a feature request, what should I expect?

LiveOps has flexible software, but there are some cases where our software just can't do what you want it to.  If this is the case, then the only option that our support engineers have available to them is to submit a feature request.  

The LiveOps Product Management team handles all feature requests and has a process for triaging, scheduling, developing and testing all product enhancements.  That being said, it is possible that your feature request takes months to implement or may be rejected completely.

 

What are the Priority Levels for support tickets?

LiveOps uses the following definitions for a ticket’s Priority Levels:

 

  • Priority 1: Business critical. Represents an issue that results in the loss of one or more critical functions of the LiveOps service; interrupts call completion for all or the majority of calls and agents; unable to conduct normal business. This is only available for production applications and does not include development issues or problems in staging environments.
  • Priority 2: Degraded service. Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
  • Priority 3: General issue. Includes product questions, feature requests and development issues.         

 

Why was the priority level of my submitted ticket changed?

All customers may set the priority level of a ticket. However, LiveOps reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are primarily used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition. LiveOps may also increase the priority level if the situation is determined to be more urgent than originally reported. If the priority level is not set by the customer, the ticket will default to Priority 3.

 

How are tickets elevated?

Tickets may be elevated based on the context of the inquiry or the duration of the resolution. A Level 1 help desk agent assesses all new tickets and attempts to resolve or diagnose your issue. If your inquiry is regarding a topic that is beyond general application usage, your case will be reassigned to a Level 2 (i.e. configuration support, integration problems) or Level 3 engineer (i.e. Telco/carrier routing, custom configurations).

 

How do Technical Account Managers (TAM) and Customer Success Manager (CSM) compare?

Your Customer Success Manager and Technical Account Manager form the team to help you get the most out of your LiveOps investment. While both share expertise in the LiveOps product, expansion planning, and change management, the below will help you identify the best resource for your account requests:

 

Technical Account Manager (TAM)

Customer Success Manager (CSM)

  • Single Point of Accountability
  • Focused on Technical Service Deliverables
  • Technical Reviews
  • Technical Services Escalations
  • Technical Application Best Practices
  • Application Strategy
  • Product Training
  • Trend Analysis
  • Crisis Management
  • Single Point of Contact
  • Focused on Customer Service Deliverables
  • Business Reviews
  • Business Services Escalations
  • Contact Center Best Practices
  • Business Strategy
  • Adoption
  • Utilization
  • Contracts Renewal
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Last modified
09:48, 5 Oct 2015

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