Youreka Support Service Plans
- Standard Support
- Youreka Standard Support is provided as a free service to all Youreka customers.
- Youreka Standard Support offers timely response times to all customer support requests.
- Premier Support
- Youreka Premier Support is an optional subscription which will be included as an order line item on the Youreka License Order Form should you choose to opt into this enhanced level of support.
- Premier Support offers the support of a dedicated Customer Success Manager and faster response time to service requests than Youreka Standard Support.
Support Services Overview
Youreka Support Services include:
- Help Desk
- Authorized Youreka system administrators may contact a Youreka Customer Service Representative via phone to report an Error and initiate a Support Ticket.
- The Youreka Help Desk is available between the hours of 9:00 am (EST) and 6:00 pm (EST) Monday through Friday, excluding published holidays.
- Email Support
- Emails can be submitted to the Youreka support email address 24x7 to report an error and initiate a Support Ticket.
- Support Tickets submitted via email are monitored between the hours of 9:00am (EST) and 6:00 pm (EST) Monday through Friday, excluding published holidays.
- Dedicated Customer Success Manager (Premier Support Only)
- A dedicated Customer Success Manager (CSM) will serve as your primary point of contact for support service requests.
- CSMs operate between the hours of 9:00 am (EST) and 6:00 pm (EST) Monday through Friday, excluding published holidays.
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 Synaptic Advisory Partners 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 and carrier 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 regular updates from the Support Ticket owner at regular intervals based on case severity.
Step-by-step escalation path:
- Support Ticket is logged via Help Desk, or Email.
- 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 or email) 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, necessary Development work will be performed, tested and a patch created.
- Issue Fix Submitted to Operations for Infrastructure issues.
- Issue Fix deployed.
- Tier 2 Support Representative confirms success of Bug Fix in addressing the problem.
- Tier 2 Support Representative contacts customer and confirms that the issue is resolved.
- Support Ticket is closed.
PREMIER Support Plan
|
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. |
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. |
4 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. |
1 Business Day |
|
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. |
2 Business Days |
STANDARD Support Plan
|
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 |
|
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 |
|
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 |
|
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 |
- 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 of Customers’, Synaptic Advisory Partners 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 Synaptic Advisory Partners to provide information or verification on an ongoing basis, until the issue is resolved.
-
If a request is received outside of normal business hours, then "Response Time: is not initiated until 9:00 am EST the following business day.
-
In the event of multiple reported Errors being worked concurrently, unless otherwise requested by Customer, Synaptic Advisory Partners 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 Synaptic Advisory Partners’ response time to an Error is negatively impacted due to Customer’s delayed response to Synaptic Advisory Partners’ 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.
-
Customer acknowledges that Synaptic Advisory Partners does not and cannot guarantee that all Errors can or will be corrected.
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