Support Services Overview
Youreka Support Services include:
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Cases can be submitted to the Youreka Customer Success Portal 24x7 to report an error and initiate a Support Ticket.
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Support Tickets are monitored between the hours of 9:00am (EST) and 6:00 pm (EST) Monday through Friday, excluding published holidays.
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Severity Level 1 tickets reported by customers with Signature Success are monitored 24/7.
Support Ticket Process
A support request is received by a Youreka Customer Service Representative who will document details and attempt to resolve the issue. Customer must report Error(s) in sufficient detail to enable Youreka to identify and reproduce the error. Delays in supplying such information by Customer may impact the Response timelines.
An initial report should include (but not limited to) the following, as applicable based on the nature of the Error:
- A detailed description of the Error and its characteristics
- The number of occurrences and frequency of the Error(s)
- Users experiencing any Error(s)
- Steps to reproduce the Error(s)
- The exact text of any Error messages seen by Customer (Screenshots if applicable)
- The mobile device type if applicable
- Time of occurrence of any Error(s) (with time zone)
In the event that the problem cannot be resolved at this level, the case will be escalated to a Tier 2 Support Representative for further analysis. Occasionally, a Support Ticket may be received for which the required fix exceeds the capabilities of Tier 2, these are escalated to a final tier, Tier 3. Throughout the lifecycle of the Support Ticket, the Youreka customer will receive updates from the Support Ticket owner at regular intervals based on case severity.
Step-by-step escalation path:
- Support Ticket is logged via Customer Success Portal.
- A Tier 1 Support Representative responds to the user confirming that the issue has been received and is in process.
- Tier 1 analyzes the issue from the perspective of customer provided information in the case.
- Tier 1 makes contact (phone, email, or portal) with the customer and gathers more information including any access needed to reproduce the problem.
- With all necessary information gathered, Tier 1 will attempt to resolve the issue with the customer.
- When resolution cannot be immediately achieved, Tier 1 Support Representative will escalate to a Tier 2 Support Representative. Tier 2 Support Representative will take all steps necessary to reproduce, understand and resolve the issue.
- Technical Issues that cannot be resolved by the Tier 2 Support Representative are escalated to Tier 3.
- Functional Issues that cannot be resolved by Tier 3 are escalated to Product Management.
- If it is an Application Issue, Product Management will evaluate the issue and prioritize and schedule any necessary Development, testing and a patch may be created.
- Patch deployed.
- Support Representative confirms success of patch in addressing the problem.
- Support Representative contacts customer and confirms that the issue is resolved.
- Support Ticket is closed.
Support Response Times
|
Standard/Essentials Success |
Premier Success | Signature Success | |
| Hours | 9-6 EST | 9-6 EST | 24x7 (Sev 1) 9-6 EST (Sev 2-4) |
| Severity Level | Response Time | ||
|
Severity 1: Critical A "Severity 1" Error renders Youreka completely unusable or nearly unusable or introduces a high degree of operational risk. No workaround is available that would effectively enable the Error to meet the classification of a Severity 2 or lower. Until this Error is resolved, Youreka usage is halted. A large number of users are severely impacted. |
1 Business Day (8 Business Hours) |
4 Business Hours | 2 Hours |
|
Severity 2: High A "Severity 2" Error renders Youreka consistently unavailable or obstructed and causes a moderate level of hindrance or risk. Workarounds may be available, but Youreka performance is acutely degraded and causes continuing operational risk. A moderate number of users are significantly impacted, but overall Youreka is operational and functional. |
2 Business Days (16 Business Hours) |
1 Business Day (8 Business Hours) |
4 Business Hours |
|
Severity 3: Medium A "Severity 3" Error is an inconvenience or causes inconsistent behavior, which does not impede the normal functioning of Youreka. It could be an Error that occurs inconsistently and affects small number of users. |
3 Business Days (24 Business Hours) |
2 Business Days (16 Business Hours) |
1 Business Day (8 Business Hours) |
|
Severity 4: Low A "Severity 4" Error has a small degree of significance or is a minor operational or configuration issues or is a "one off" case. A "one off" case occurs when the Error occurs infrequently and cannot be replicated easily. These are Errors that do not impact the daily use of Youreka. A Low Error is something that does not affect normal use, or can be accepted for a period of time, but user would eventually want to be fixed. |
5 Business Days (40 Business Hours) |
4 Business Days (32 Business Hours) |
2 Business Days (16 Business Hours) |
- Youreka reserves the right to update case severity should it be determined that a case does not meet the criteria for the customer-assigned severity.
- With the exception of Severity Level 1 issues for Signature Success customers, Response Time is bound by normal business hours, 9:00 am – 6:00 pm EST, Monday – Friday, excluding published holidays. If a request is received outside of normal business hours, then the Response Time is not initiated until 9:00 am EST the following business day.
- In the event of an outage or service disruption related to Salesforce.com or any other Third Party Application, Youreka will not be liable or responsible for Errors that result directly or indirectly. Customer may subscribe to additional support services offered by Salesforce.com for assistance.
- Customer will ensure that a resource is assigned to work with Youreka to provide information or verification on an ongoing basis, until the issue is resolved.
- In the event of multiple reported errors being worked concurrently, unless otherwise requested by Customer, Youreka will prioritize based on Severity starting with Critical (S1) and then on the time the error was reported starting with the oldest. The SLA will apply to the top two Errors being worked based on this priority.
- In the event that the resolution time of an error is negatively impacted due to Customer’s delayed response to Youreka's request for additional information to correct an error, the response times provided above will be extended by an amount of time proportionate to such delay. Should the delayed response extend past 2 business days, the issue may be auto-closed, based on that inactivity.
- Customer acknowledges that Youreka does not and cannot guarantee that all errors can or will be corrected within a prescribed time, or at all.
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