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LiveOps Customer Support Handbook

Introduction

This document describes the LiveOps Customer Support Center Teams procedures for handling support cases based on your support plan. For specifics as they apply to you, please refer to your specific LiveOps Availability and Support Addendum. For the remainder of this document, the LiveOps Customer Support Center will be referred to as the Helpdesk. 

 

It also includes:

 

A description of the pre-requisites for customers using the support facilities.

 

Definitions of all aspects of problem resolution, including priority assignment and target response times.

 

Problem resolution strategy. Solution delivery procedures. Escalation procedures.

 

Click here for a detailed support plan overview

Customer Responsibilities

To ensure an efficient handling of reported support cases, the customer has the following responsibilities:

 

  1. To provide names and contact information for Designated Contacts.

 

  1. To provide email distribution lists to be copied on Severity 1 alerts, ticket updates, and general service announcements. These should be general distribution lists managed on the customer side.

 

  1. To provide name and contacts for escalation points within the customer organization in the event a timely response is not received when requested from a Designated Contact or an email distribution list per above.

 

  1. Keep the Helpdesk informed of all contact updates above at all times, allowing for up to five business days’ notice before any required change.

 

  1. To submit cases as defined in Case Submission, below. Note the contact information required, and the type of cases that should not be submitted.

 

  1. To submit each case individually, so that individual case can be given a unique identifier for tracking. As an example, if a customer uses customer reference numbers, an email with 4 issues should have 4 reference numbers.

 

  1. To provide the Helpdesk with full details of the problem, including all actions performed and information on how to replicate the problem, full error messages, LiveOps session ID’s for both good and bad calls, system/network configuration and any other symptoms.

 

  1. To capture and provide screen images using “Print Screen”. This can be achieved by holding down the “Shift” key and then the “Print Screen” key. You can then paste the image into a doc or email and provide as an attachment for the case.

 

  1. To have the case requester/problem originator, or a suitable backup, available at the contact number/email address given in the case notes. These contacts will be required for the duration of the case being open.

 

  1. To inform the Helpdesk of any significant customer environment or system events which could affect problem resolution, e.g.

 

  • Network links connections broken

 

  • Re-booting the system

 

  • Change performed in the customer infrastructure

Case Submission

Default case submission is via the LiveOps web portal, alternatively, if portal access is not available, you can call into the LiveOps Support Number. All problems or errors can be reported via the portal to the Helpdesk, 7 days per week, 24 hours a day.

 

Primarily, cases are submitted only by (generally up to three) authorized customer Designated Contacts associated to the account. For specifics as they apply to you, please refer to your specific LiveOps Availability and Support Addendum. These contacts are registered within LiveOps support database which provides entitlement for managing access to the LiveOps web portal and helps LiveOps handle requests as efficiently as possible. Please contact your Account Manager to request additions or changes to your authorized Designated Contacts.

 

 

Any reasonable support case request can be submitted. However, the following are not Helpdesk support cases:

 

  1. Requests for quotations for licenses, etc. These should be submitted to the LiveOps sales representative.

 

  1. Requests for new manuals, product literature, demos, etc. These should be submitted to the Account Manager.

 

  1. Queries regarding the support procedures, or response times, etc. These should be addressed to the Customer Support Manager.

 

  1. Desktop support on matters outside the scope of the Helpdesk, for example, the desktop workstation freezing. Such queries should be submitted to the customer's own IT helpdesk.

 

 

Adherence to these guidelines will ensure an efficient service for all customers.

Case & Problem Handling

The following process will be followed when Critical, service impacting problems are reported by customers.

 

When a customer reports a Critical (P1) service-effecting problem through the Help Desk, helpdesk engineer will verify the outage and complete the elevation process.

 

During the critical issue support process, internal notification to senior management takes place at appropriate times, thus maintaining focus on the issue resolution process.

 

The Level 2 support engineers shall take ownership of the reported problem until a resolution can be given to the customer. The Level 2 support engineer will make sure that the above groups stay focused on the reported problem until an acceptable resolution is given to the customer.

 

Case work flow:Helpdesk Case Flow.jpeg

General Case Response

The Helpdesk will generally respond to reported problems in the following manner. For specifics as they apply to your support model, please refer to your specific LiveOps Availability and Support Addendum. The initial contact will either be email (either alone or in conjunction with a case update). The initial response to a case can vary:

 

 

1. Initial Response. Please follow your support plan response time objectives:

 

 

Case Portal: The customer is required to create an online case and a priority will be assigned based on the case type selection:

 

 

Outage / Service Unavailable

Incident / Service Interruption

Service Request / Problem

Professional Services Request

Feature Request   

Training Request  

Priority 1

Priority 2

Priority 3

Priority 4

Priority 4

Priority 4

 

Web Chat: The customer will be required to open an initial case before interacting with the helpdesk engineer in the web chat section. This will ensure the helpdesk engineer has access to all the details for the reported problem.

 

Phone: Phone support only applies to our White Glove Customers and any customer experiencing a priority 1 outage. 

 

2. Resolution Plan. A helpdesk engineer will be assigned to your case. They will contact the customer with a plan for correcting the error. This may be an investigation plan giving a short description of the diagnostic actions the helpdesk engineer will perform to isolate a problem.

 

When a problem has been diagnosed, the resolution will be discussed with the customer before implementation wherever possible. Resolutions where appropriate will be ‘recoverable’; i.e. it will be possible to return to the situation prior to the resolution implementation.

 

 

3. Resolution. The helpdesk engineer will work through your problem within the published priority plan for your support model.

 

Resolutions will be provided based on agreement that the customer has provided full information concerning the problem. And the problem originator, or a suitable backup, is available at the contact number/email address given for the duration of the case being open.

 

The customer will be contacted before solution delivery wherever possible.

 

 

4. Closure. After the call resolution has been completed, the problem will be closed once:

 

The helpdesk engineer and the customer agree that the problem has indeed been resolved.

 

After a solution is implemented the helpdesk engineer will contact the customer to confirm closure of the Incident. 

 

If the Helpdesk does not receive a response within 2 business day period they may assume the problem has been resolved and close the Incident.

 

Customers are notified of a case closure via delivery of an email.

Case Escalation

Critical (Priority 1) and Serious (Priority 2) cases will be internally elevated within the Help Desk whenever a service or response timeline is missed.

 

If you are not satisfied with the support received or timeframes missed on response times as per your support plan, you can escalate a case to the support management team. This can be achieved through the case portal by using the Case Escalation button associated with the case number which is situated on the top menu of every case.

 

 

 

 You will be directed to an escalation template as shown below. Please complete all the details on the template which will be required by the support management team to start the escalation process.

The Support Management Team will be notifeid and make direct contact with you shortly.

 

.

 

Process Escalation

 

The following support escalation route is available to the customers if you receive no response within 24 hours from the initial case escalation. 

 

  1. Help Desk: If a customer needs to address a problem or query regarding the support process they should contact Jason Roager.

 

  1. Global Service: If Jason Roager does not respond to your query, you can escalate your request to Tom Saey.

 

  1. CEO: If the customer feels it is appropriate to escalate to the highest level at LiveOps Cloud; the final contact is Vasili Triant.

 

 

      Escalation Contact Information

Help Desk (512) 897-7273 Jason Roager (Reports to Tom Saey) jroager@liveops.com
Global Service (314) 616-0093 Tom Saey (Reports to Vasili) tsaey@liveops.com
CEO Vasili Triant vtriant@liveops.com

Resolution Strategy

All problems/errors which come to the helpdesk will be issued a case number. Cases will be assigned to a helpdesk engineer based on support plan and priority. All inquiries from the authorized customer Designated Contacts regarding the case must first go through the LiveOps Case Portal. Any inquiries directed to a helpdesk engineer for new or existing problems will be referred back to the case portal for updates.

 

This is to ensure efficient case resolution as:

 

The helpdesk engineer is better able to solve the problem if all information is located in one place. Other helpdesk engineers will be available (i.e. from the reserve queue) to solve newly submitted cases.

 

Cases are managed centrally, to ensure appropriate allocation of effort in order to address the most serious problems first.

 

Using the case portal for all communication is essential to tracking the case progress and resolution steps. 

 

Problems will be addressed in per our service level agreements in your support plan. The Customer Support Manager will constantly be reviewing the open cases. Below are the standard response objectives. For specifics as they apply to your support plan, please refer to your specific LiveOps priority and response plan.

 

Case Outcome

A case can have the following outcomes:

 

  1. Closed. A solution or workaround was found and implemented.

 

  1. Enhancement/Future Work. A resolution is not currently available.

 

Typically:

 

A resolution is not immediately available and a more involved software change is required, possibly involving a new scope of work, and new functional specifications, etc. 

 

The feature described in the case may be available in planned future software releases. In this case, these problems remain the responsibility of the Product Management Team until the problem resolution plan is shown to be implemented in a future release. The Product Management Team will be responsible for keeping the customer updated on the planned and actual dates of that release.

 

  1. Dispute. There is a dispute between customer and Help Desk as to whether the problem is fixed, or whether it is an enhancement. In such situations, the Process Escalation Procedures come into effect.

Resolution Delivery

As part of Critical Incident (P1), a post resolution Incident Report will be created and distributed. This may take the form of a Preliminary Incident Report, in which case a Final Incident Report will subsequently be distributed.

 

Problem solutions will be delivered to the customer in one or more of the following forms:

 

  1. A Software Release.

 

Changes to the software will be provided via a Software Release. These changes will contain:

 

  1. A Support Note describing the new software, and the case(s) addressed.

 

 

  1. A Documentation Update.

 

A Document Update will provide changes to documents. A Document Update consists of:

 

  1. The updated document, in electronic form.

 

 

  1. A Support Note.

 

Any actions performed which do not require change to the system will be documented within the case support notes. These will explain what actions were taken, and why, and the results. Examples are:

 

- Changing software configuration.

- Process stopping, starting, etc.

- Setting environment variables, etc.

 

Any other information, which does not require change to the system, will also be provided via the case comments/updates. Examples are:

 

- General advice, e.g. CC configuration process, etc.

 

The customer will be contacted when a solution can be implemented.

 

The customer will be responsible for confirming receipt of the solution.

 

A resolution will include an Impact Assessment if any impact on the system is anticipated. A resolution will not be implemented until the customer has been made aware of the impact. Examples, which, of course, will not be relevant in all situations, are:

 

How long the system will be unavailable.

 

Availability and relevance of historical data.

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Last modified
11:29, 28 Jan 2016

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