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The following are the predefined, customer service commitments, our guideline for trouble management, and the Sure Schedule service escalation procedure. The purpose of these definitions is to limit service downtime while maximizing the customer satisfaction levels of our clients.
Critical: Major Service Interruption Severely impaired user operations without an acceptable workaround. There would be potential loss of revenue and/or user work time due to bad performance, lost data, unavailability of critical function(s), or impairment of other applications. High: Significant Service Interruption Significant user inconvenience; user operations can continue but in limited fashion, partial workaround exists. Examples: recoverable data corruption, widespread errors, server or agents require periodic rebooting. Medium: Moderate Service Interruption Moderate user inconvenience; no loss of service, clean workaround exists. Examples: isolated errors, misleading data presentation, impaired usability. Low: No Service Interruption Some inconvenience but no loss of service, no impact to operations. Examples: documentation errors, enhancement requests. Escalation Levels Definition: Level 3: Process is managed or monitored by senior staff and software engineers. Team works closely with customer and corporate office to reproduce problem and diagnose. Process continues until a fix can be validated and implemented. Level 2: Escalation team is assembled from development and customer service departments. Senior staff is notified. Escalation team works with customer to reproduce problem at Sure Schedule corporate office and provide a fix or devise a workaround. Level 1:Customer service department identifies the problem and provides solution. |
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