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Understanding Support Processes
This article is a part of the Support Guide that reviews our processes for handling support cases.
Support case severity and response targets
|Severity-1*||Platform is down and core business modules are non-functional.||< 2 Hours|
|Severity-2||Core functions are severely limited but still workable. Increased attention is needed.||< 4 Hours|
|Severity-3||Errors are present, or a general question is being posed. Considered non-urgent.||< 8 Hours|
*Severity-1 cases should always be initiated by telephone.
Note: For Integration Manager Premium Support subscribers, your cases will be treated at the Severity-2 level by default. Please see here for more about that subscription.
Support case workflow
Once you submit a support case via email, Support Portal, or through phone call, it is assigned to a Tier 1 Support Agent. The Support Agent will verify the business impact and related severity of the issue, confirm the technical problem, work on troubleshooting/isolating the problem, and attempt to reproduce the behavior.
While approximately 90% of all customer issues are resolved by our Tier 1 Support team, cases are sometimes assigned to a Tier 2 Support Agent, an EDI Specialist, or an API Specialist if your case is specific to one of these specialists. If this is the case, they will develop a resolution plan and then act as the single point of contact through case resolution.
Please see how best to contact Extensiv Support here.
Support case statuses
|Not Started||The case has been received and is awaiting review by an agent.|
|Closed||The customer has informed us that the topic of the case is no longer occurring, or both parties have agreed to an amicable course of action that does not require new development action. (See below for further definition.)|
|Waiting on Customer||Our team has given a response, and we are awaiting correspondence from the customer to move the case forward.|
|New Customer Reply||The customer has responded, and the case is waiting for the agent to re-engage.|
|Pending Review*||The case is currently being evaluated by our development team. The agent, with input from other departments, has found that the reported case requires active development work to resolve.|
|In Progress||Our team is actively engaging with the system to either replicate the issue or confirm/answer your question.|
|Assigned to Agent||One of our agents currently owns the ticket and is beginning their investigation.|
|Investigation||We have had to ask for information outside of Support in order to fully inform the customer and are awaiting that information to update.|
|Escalated||The reported issue has been moved out of Frontline Support to be answered. This can indicate a question that is related to EDI/API or the case needs to be reviewed by a Product Manager.|
|Re-Opened||The case was in a status of Closed but was made active again by a message from an internal agent.|
*The Pending Review status is used to signify that the case in question will need to be looked into by our development team. The resulting automation and workflows should lead to an eventual release. If your ticket does not end with a release, you will be notified of the reasoning and further steps.
For those that are picked up by the development team for work, you will receive email notifications of the following two development statuses:
|In Progress||An engineer has begun active work on the issue assigned to your support case.|
|Released||We have released the issue assigned to your support case. We encourage you to verify the resolution is to your satisfaction so we can close the support case.|
Support case resolution and closure
A support case is considered resolved with one or more of the following resolutions:
- Redirection to another department vital to the communication of said resolution
- An acceptable interim solution
- A software update
- A correction to existing product documentation
- The submission of an Idea via Product Ideas
A case will be marked Closed upon customer confirmation of a resolution, or a lack of response from the customer over 4 days. In some circumstances (e.g., duplication of cases, out-of-office replies that generate new cases, unresponsiveness, spam services, or unprofessional behavior) Extensiv will close a case without explicit customer consent. Case context is preserved and, of course, closed cases may be reopened at any time.
Support case escalations
A ticket can become Escalated for many reasons, and we want to help you understand who to communicate with if you feel that your ticket needs extra attention. The channel for your escalation, as long as you have a ticket with Support, should flow to the Support Manager if you feel that there is any discrepancy, lack of response, or heightened urgency to your case.
To escalate a case, we ask that you respond to the case you're escalating and simply ask for the case to be escalated to the manager.
If you have an escalation with another department (e.g., Account on hold, Additional service through Professional Services), Support is glad to facilitate a hand-off to that department. However, when possible, we do recommend contacting the department directly for speed and efficiency.