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Roles and Responsibilities
Role | Responsibilities |
Customer | |
Cloudamize Partner | Have a technical understanding of the environment being assessed Know which resources to engage on-site in the event of a technical issue Provide 1st level support for the Customer Engage Cloudamize Technical Support when issues need to be escalated
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Cloudamize Technical Support Engineer | Understand the business impact of Customer Issues Provide technical expertise in regard to the Cloudamize Platform Troubleshoot and resolve 2nd level support issues Escalate issues to 3rd level support and Management as necessary
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Cloudamize Technical Account Manager | Have a technical understanding of the environment being assessed Monitor installation and data collection progress Provide a “walk-through” and answer questions about the results delivered Provide proactive resources to prevent potential technical issues Handle or direct any non-technical inquiries to the appropriate parties
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Cloudamize Support Manager | Ensure the highest level of support is provided to our Partners and Customers Ensure adherence to Support SLAs Keep apprised of high-priority issues Handle customer escalations as needed
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Getting Started with Cloudamize
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Although we strive to assist you with all issues in a timely manner, we use severity levels to separate mission critical issues from questions, allowing us to respond appropriately to each issue. The chart below defines the severity levels used within Cloudamize Technical Support.
Severity Level | Definition |
Severity 1 (Critical) | Problems or issues with the Platform which interrupt or prevent all customers from performing regular operations Problems or issues caused by the Platform having a catastrophic impact on regular operations
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Severity 2 (High) | Problems or issues with the Platform which interrupt or prevent a significant percentage of the customer population from performing regular operations Problems or issues caused by the Platform having a major impact on regular operations Individual Issues which prevent an assessment from starting Data Collection on an agreed upon target date Individual Issues which prevent an assessment from achieving the Target Delivery Date
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Severity 3 (Medium) | Problems or issues with the Platform which interrupt or prevent a small percentage of the customer population from performing regular operations Problems or issues caused by the Platform having a significant impact on regular operations Individual Issues which jeopardize an assessment from starting Data Collection on an agreed upon target date Individual Issues which jeopardize an assessment from achieving the Target Delivery Date
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Severity 4 (Low) | Problems or issues with the Platform which interrupt or prevent an individual user from performing regular business operations Problems or issues having a minor impact on regular operations Individual Issues which do not prevent an assessment from starting Data Collection on an agreed upon target date Individual Issues which do not prevent an assessment from achieving the Target Delivery Date Information requests
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Case response times
When you create a case with Cloudamize it is important to note a Cloudamize Support Engineer will need to assign a Severity to your issue before the Targeted response times go into effect. While we strive to respond to all issues as quickly as possible we adhere to operational business hours and cannot guarantee ‘first-touch' support outside these hours. The targeted response times listed below adhere to our business hours and are based on the severity levels defined above:
Severity Level | Targeted Initial Response | Targeted Status Updates |
Critical | 30 minutes | < 2 hours |
High | 1 hours | < 4 hours |
Medium | 2 hours | < 8 hours |
Low | 4 hours | < 24 hours |
Case Status
A case can have one of the following statuses:
Status | Definition |
New | Ticket is Unassigned |
Open | Ticket is assigned and in progress at either 2nd or 3rd level support |
Pending | Waiting for Customer response |
Closed | Either a solution has been provided, there has been no response from the customer, or the assessment has expired |
Escalation Management
An escalation occurs when one of the following (2) scenarios are relevant:
2nd level support cannot resolve the incident in question and/or
The impact to the customer is significant and/or the project is in jeopardy of becoming “out-of-scope.”
Note: Project scope should be agreed upon between Partner and Account Manager during the provisioning stage of the assessment, prior to installation.
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When a Cloudamize 2nd level Support Engineer determines an escalation is required, or the submitter requests involvement from Management, escalations and notifications will occur according to the schedule below:
Severity Level | 1st Point of Escalation | 2nd Point of Escalation | 3rd Point of Escalation |
Critical | Within 30 minutes the ticket is escalated to an Engineering lead The Submitter is notified the ticket had been escalated to Engineering The Account Manager is added in Cc to all ticket notifications Updates are provided to all parties every 2 hours
| If the ticket is not resolved in 4 hours the Support Manager and Head of Engineering are notified The Customer and Account Manager are notified of further escalation Support Manager and Head of Engineering are included in future status updates
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High | Within 4 hours the ticket is escalated to an Engineering lead The Submitter is notified the ticket had been escalated to Engineering The Account Manager is added in Cc to all ticket notifications Updates are provided to all parties every 2 hours
| If the ticket is not resolved in 8 hours the Support Manager and Head of Engineering are notified The Customer and Account Manager are notified of further escalation Support Manager and Head of Engineering are included in future status updates
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Medium | Within 2 days the ticket is escalated to an Engineering lead The Submitter is notified the ticket had been escalated to Engineering The Account Manager is added in Cc to all ticket notifications Updates are provided to all parties every 2 hours
| If the ticket is not resolved in 4 hours the Support Manager and Head of Engineering are notified The Customer and Account Manager are notified of further escalation Support Manager and Head of Engineering are included in future status updates
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Note: All updates will be given during regular business hours unless agreed upon between the submitter and Cloudamize Support.
Support levels
1st level | 2nd level | 3rd level |
Provided by Partner or Cloudamize Technical Support | Provided by Cloudamize Technical Support | Provided by Cloudamize Engineering Team |
Technical Services contact information
Technical Support email: helpdesk@cloudamize.com
Head of Customer Success: Jeff Sargent, jsargent@cloudamize.com