Situation Critical – SmartSimple’s Escalation Line
Quick – what does 501 mean to you?
If you’re a SmartSimple client and said your favorite
pair of jeans, you’d be technically right, but you’d also be missing a very
important reference. In SmartSimple speak, 501 is our emergency phone extension
for critical and high impact issues.
“Being available to our clients whenever they need
support is a vital part of our Service Level Agreement,” says Sarah Harris,
Director, Client Support and Operations.
“As a global
company, we know our clients operate in a wide range of time zones and often
require support outside of our own regular business hours,” continues Sarah.
“By creating our 501 phone line, we ensure clients experiencing critical system
issues could speak to a systems expert, anytime, day or night. The 501 line is
the companion to our critical email address. The difference is, by using the
phone line you have the opportunity to speak with an expert immediately.”
When should I use
the 501 Critical Line?
The 501 Critical Line is designated for Level 1 and Level
2 issues only. These are emergency, critical and high impact conditions that
may arise outside of our regular support hours, but require immediate
attention.
“By dialing our 501 extension from SmartSimple’s main
number, you are immediately connected with our on-call systems expert,” Sarah
continues. “As soon as they receive your call, they will take action to find a
resolution.”
 |
| SmartSimple's tiered support structure to help our clients when they need us. |
Keep in mind, this extension is for critical issues only.
If you use the line for non-critical support issues, there may be a penalty fee
charged. This makes sure that our on-call representative is only engaged for
issues that are truly emergencies. All Level 3 and Level 4 situations can
safely go through our regular support channels during regular support hours.”
Support Structure
To help you better understand what is considered a
critical or high impact condition, we created a ranking system describing what
each level of support entails:
Tier 1 – Emergency
or Critical Condition: A Tier 1 situation requires immediate attention and
resolution because your server is unresponsive, there is a security issue,
major system failure or critical business processes aren't working.
Tier 2 – High
Impact Condition: Tier 2 situations mean that there is a serious problem
with how your software is functioning for the majority of your users, and can
include impaired system functions or certain processes aren't working.
Tier 3 – Medium
Impact Condition: Tier 3 means a particular system function isn’t operating
the way it should, there is a risk of system failure or minor components of
your system are not working as they should be.
Tier 4 – Low
Impact Condition: Tier 4 covers minor problems that don’t affect normal
operations and there is no overall impact to your system or regular business
operations.
How to Reach
SmartSimple Support
For critical issues, you can reach us 24/7/365 via our critical condition email or by phone
at 1.866.239.0991, ext. 501. Please
listen carefully to the instructions in the recorded message before proceeding
with your call.
If you need help with the day to day use of your system,
are interested in how to set up a new feature or have an idea for a future
enhancement, You can reach our Support team between 5am and 9pm EST via email, by phone at 1.866.239.0991, ext. 1 or through your
Community Portal.
Comments
Post a Comment