Maintenance Connection
was founded on the value of Service Excellence, and that has carried through to every aspect of our business. We are committed to providing timely, thorough and efficient
solutions to your issues.
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Talk with one of our MC support staff at (888) 567-3434 x2.
Phone support is available Monday thru Friday, 5:00 am-5:00 pm PST |
For
any less urgent inquiries, customers may email questions to our support team by
. |
During
our normal support team hours, customers can use our live chat tool to chat real-time with our support team. |
Connect with other users, learn about software version releases, and much more with our
User Community. |
Responsibilities
We Will:
- Use best efforts to resolve the incidents you submit
- Document each incident and its resolution
- Track the duration of open incidents and escalate when needed
- Confirm with you that the incident is resolved
You Should:
- Assign an appropriate urgency rating to the incident
- Perform problem determination and diagnostic activities
suggested by technical support promptly and completely
- Perform problem resolution activities as suggested by
technical support
Response Time
Response time is defined as the length of time
between when a call is received by Solution Engineer and when a
Solution Engineer responds to the client. Although we can't
always guarantee response times, a combination of incident severity
level and incident urgency level is used to prioritize incidents.
Support Services strive to maintain a minimum level of response
based on these criteria. It is our goal to respond to phone and email inquiries within fiften (15) minutes during normal business hours. Depending upon incident complexity,
Solution Engineers may recommend to schedule a meeting time to work through the Customer's questions while utilizing screen sharing software.
Incident Severity Levels
The severity level is defined by the incident
definition and is intended to portray an objective measure of the
problem. Severity levels are assigned by the Solution Engineer. Some
examples of severity levels:
Critical: The
customer's application is down and inoperable. All users are unable
to use the system. The customer's productivity is threatened.
High: The customer's
application is severely limited. The situation is causing a
significant impact to certain portions of the customer's business
operations and productivity.
Medium: The customer's
application is slightly limited. The situation has impaired
operations, but most business operations and user productivity
continue.
Low: The customer's application or user productivity are
not affected.
Incident Urgency Levels
The urgency level is a way to classify the
incident based on the caller's priorities. For example, if there are
deadlines or other constraints involved, urgency may be relatively
high even though the severity level is relatively low. Urgency
levels are assigned by the caller and allow the Solution Engineers to respond in a more effective manner. Urgency levels are as
follows:
1: most urgent
2: normal
3: least urgent
Reporting on Incidents
Please ensure you provide the following
information:
- Your email address
- Which application used (Primary CMMS solution, mobile platform, or other)
- Your name
- Company name
- Incident urgency level
- Complete problem description
Via Email
For the best service, always send information to
.
- If you are successful in resolving an incident, please ensure
you contact us with the details.
- If email is directed at a particular CSR, please include
their name in the subject line
- If your E-mail is urgent, include the estimation of urgency on
a scale of 1 to 3 in the subject line.
Via Phone
Telephone: 888-567-3434
x2
Technical Support Services uses an
automatic call distribution system, which queues calls for the next
available Technical Analyst. When you call support, a Technical
Analyst will greet you. When all Technical Analysts are busy, you
have the opportunity to leave a voicemail message or remain in the
queue.
- Choosing to remain in the queue when prompted ensures that you
do not lose your position in the queue.
- Choosing to leave a voicemail message ensures that your
incident report will be entered into the system. A Technical
Analyst will contact you to commence work on the issue.
- If you are trying to reach a specific Technical Analyst, you
may remain in the queue and be forwarded to the Technical Analyst
if they are available, or you can choose to leave a voicemail
message, indicating which Technical Analyst you are trying to
reach. It will be forwarded to them and you will be contacted
promptly.
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Remote Desktop Software
Our Solution Engineers often utilize desktop sharing software
to provide the most efficient path to a solution. Sometimes
customer's IT departments limit access to install these tools, so
mayy be required once to request support from in-house IT to assist
with this process. As an alternative, customer's may opt to provide
detailed screenshots that represent the issue or question to help
our support team better understand the problem.
Incident Escalation
The goal of the
escalation process is to assist in returning your application to an
operational state as quickly as possible. Ultimately, the closure of
the incident to your satisfaction is desired. All incidents that
cannot be resolved by the Solution Engineer (1st level support) will be promptly escalated to our
Technical Services Support (2nd level support). Should our third level support be
unsuccessful, management will be notified and additional resources
may be brought from appropriate departments.
Support vs. Other Services
General support questions about how to perform basic functions within the Maintenance Connection software are included
at no charge with the Annual Support Agreement. Additional services such as end-user training, development of integrations, software configuration, and other services are considered Professional Services. The Professional Services should be scoped out separately above and beyond the normal Annual Support Agreement. Our
Solution Engineers can help clarify when this applies.
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