Maintenance Connection Technical Support
Services is dedicated to providing timely, thorough and efficient
resolutions to your issues.
Availability
You can contact us via:
Telephone: 888-567-3434 ext. 2
E-mail:
Live Chat (see link in top left) Note: Live support is also
available from within the application under Help > Live Support
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
Support Incident Numbers
Support incident numbers (SI#) are used to track
support incidents. This number will be communicated to you when
reporting an incident. If the incident is reported by voicemail or
email, you will be contacted with the incident number. Please refer
to this number whenever contacting us regarding this issue.
Response Time
Response time is defined as the length of time
between when a call is received by Technical Support Services and
when a Technical Analyst Contacts 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.
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 Technical Analyst. 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 Technical Analysts
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 (Project Management or Collaboration)
- Your name
- Company name
- Incident urgency level
- Complete problem description
- Incident number (if reporting on an existing issue)
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 you are emailing about an unresolved incident, include the
incident number in the subject line.
- If email is directed at a particular Analyst, 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
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.
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 Help Desk Analyst (1st level support) or the Technical Analyst
(2nd level support) will be promptly escalated to our Product
Specialists (3rd level support). Should our third level support be
unsuccessful, management will be notified and additional resources
may be brought from appropriate departments.
Other Maintenance Connection
Services
Maintenance Connection may contain links and
integrated services from other companies. We hereby pass through all
appropriate terms from Service Level Agreements we have with our
vendors. Should you want to see any of these agreements simply send
your request to
with the words “Service Level
Agreement” in the subject line.
Service Level Agreement
Changes
We reserve the right to change this Service Level
Agreement at any time. We will post any changes here so that our
users will know what to expect from services provided at this site.
If you have questions about this Service Level Agreement, please
send e-mail to
.
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