Support lifecycle phases

1. COLLECT INFORMATION TO EXPEDITE RESOLUTION

Providing us with background information about the issue you are facing will help us understand your issue better and do some preliminary research before we engage with you to make our interaction more effective and efficient. We would therefore ask you to provide the following information when you open a case:

  • Cluster ID
  • Software Version of all relevant software
  • Time system became unavailable
  • Whether the issue is reproducible
  • Steps taken thus far in remediation

2. ESCALATE A SUPPORT CASE

A support case can escalade at any time. In either case, the issue is escalated to the Global Technical Services management team. The manager who takes on the escalation then creates a task force consisting of the necessary resources from Technical Service, Engineering, QA, and Product Management and formulates an action plan to address the issue. Updates are provided on the progress as agreed upon, until the issue is resolved.

3. CLOSE A SUPPORT CASE

A case is closed when you confirm that a resolution has been reached, or if we do not hear from you within two weeks of a request for information, and multiple attempts have been made to contact you during this period. A case may also be closed without final resolution, with acknowledgement and agreement from you.

4. CUSTOMER SATISFACTION SURVEY

After a support case is closed, you will be invited to fill out a short survey about your experience. Your feedback is a valuable way of measuring how well the Compuverde Global Technical Services team is meeting your expectations. Customer satisfaction surveys give you the opportunity to provide us with valuable information to help improve our interactions with you, as well as any product improvement suggestions.

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