Metrics365 Support
A well thought out and implemented Support Methodology is crucial to the adoption success of your Business Apps
Support Model Tiers
When a pre-built Metrics365 App or your internally built App has been deployed to production, operational support is necessary to ensure a smooth end-user experience. A recommended Support Process and associated Tools are included within the Metrics365 Essentials suite - following a tiered escalation support approach as detailed below.
Tier-1: Customer Team Managed Support
This is the basic level of customer support. The customer representative is a generalist with a broad understanding of the App and may not understand the inner workings. In this case, they would identify an end-users needs and provide tips on how to manage a problem. Typically, these solutions are in a FAQ or a knowledge base. Employees at this tier use a knowledge base in the majority of customer calls. Tier-1 support usually provides a business-hours only service and responsibility will be assumed by the customer App Owner and assigned to their nominated support team. When a Tier-1 support team member is not able to resolve the issue, they classify the problem and pass it on to the appropriate Tier-2 team member. At this point, an issue tracking ticket is issued to the customer.
Tier-2: Customer Team Managed Support
Tier-2 support involves technical knowledge and is staffed by technicians who have troubleshooting capabilities beyond the Tier-1 team members. The Tier-2 help desk team members will typically be assumed by the customer IT support Service Desk. These technicians tend to have a specialisation and will determine which specialisation best matches the customer’s needs before helping them. The Tier-2 team member will add a ticket to the support list. If a customer experiences a new issue, further analysis has to be done to see if it can be dealt with. The help desk team member would then explain to the customer how to fix their issue. However, if the technician cannot fix the problem at this tier, the problem will then be escalated to Tier-3.
Tier-3: Metrics365 Team Managed Support
Tier-3 support requires specialised skills over and above the work the customer technicians do in Tier-2. This support will be provided by the App Implementation vendor - Metrics365, usually dealing with more technically complex issues. To solve the problem, if necessary, they will collect as much data as possible from the customer team members at Tier-1 and Tier-2. They will respond to the raised issue tracking ticket to ensure the customer is notified of progress and final resolution.
For Metrics365 based App Support, the Service Level Agreement (SLA) response times (for non-critical systems) based on Issue Severity are as follows.
• Low (initial response within 5 business days)
• Moderate (initial response within 2 business days)
• High (initial response within 1 business day)
A customer Support Ticket can be raised for any of the supported Metrics365 Apps using a valid Metrics365 AAD Account via the Support Portal Login page link below. Please note - Metrics365 Tier-3 Support operates between 9am to 5pm, Monday to Friday (excluding public holidays).