Call handling process
Customers will report any problems to the Assuria Help Desk / Support Desk Via telephone, email, fax, 'snail' mail or courier.
For all calls, however delivered, Assuria staff will register the query and obtain the following information from the customer:-
- Customer site contact name and number
- Customers site name
- Product and Version of product
- Impact of the problem
- Description of the problem
Assuria staff will take the following minimum action:-
- Agree Category of call
- Allocate a query reference number
- Advise of likely action and timescale
If the problem is known or can be resolved immediately then the resolution shall be
immediately communicated to the caller.
Classification of calls - Table 1
Category Description
A Business is stopped or in danger of being stopped.
No circumvention is possible. No alternative system or process available.
B Problem is causing major disruption.
No circumvention is possible. No alternative system or process available.
C Problem is causing some disruption to normal operation.
D Problem is not preventing normal use of the product.
E Minor problem, such as a documentation error or enhancement request.
Call progression
If a call cannot be resolved immediately then:
A call reference number will be allocated.
An Assuria SPR (Software Problem Report) will be raised.
The SPR will be forwarded to a Support engineer for analysis.
The Support engineer will notify the Help desk of the result of the analysis and if available dispatch details
of the correction.
If a correction is not available the SPR shall be passed to an engineer for action.
The HELP DESK shall monitor the response times on each call.
Response to calls – Table 2
Category Description
A Assuria will call the customer back within 30 minutes
B Assuria will call the customer back within 4 hours
C Assuria will contact the customer within 12 hours (excludes weekends and holidays)
D Assuria will contact the customer within 24 hours (excludes weekends and holidays)
E Assuria will, if required, contact the customer by email.
The HELP DESK shall keep the customer informed of progress every 48 hours.
Customer Support and Product Maintenance
Assuria responsibilities:-
Assuria provides 24 hour 7 days a week 365 days per year telephone response service for
customers to report problems and to provide basic product support. Each call will be
categorized, as per Table 1 above and Assuria’s initial response will be as per Table 2
above.
Assuria will provide a telephone advisory service to customers which will be manned during
Assuria extended office hours, which are 09:00 to 00:00 GMT /BST* Monday to Friday excluding
weekends and UK Bank Holidays. *Note: GMT/BST is 8 hours ahead of US PST.
Assuria will correct any errors or faults in the products.
Assuria will respond to requests for technical support by telephone, fax, electronic mail or
in writing.
In the event of any corrections being necessary to the product Asuria will provide one or
more of the following:-
- Patch or workaround
- Revised issue of software
- Changes to documentation
- Emergency release by Auto-Update
In the unlikely event that Assuria cannot resolve an error by the use of standard
procedures, and which gives rise to extreme end user customer dissatisfaction requiring
extraordinary action by Assuria management, then the situation is a category A call.
Assuria interface will be:-
Assuria Ltd
Customer Support and Help Desk
Reading Enterprise Centre,
The University of Reading,
Earley Gate, Whiteknights Road
READING
RG6 6BU
UNITED KINGDOM
In North America
Call 800 935 5085
In the United Kingdom
Call 0845 054 2452
or Call: 0161 920 6303
Europe and the rest of the world:
Call: +44 161 920 6303
Fax: +44 118 935 7389
Email : support@assuria.com
The HELP DESK shall keep the customer informed of progress every 48 hours.
Call escalation
If a call is not closed within the target times above (Table 2 ) the call shall be escalated
to the next level.
Service level deviation
All instances of the service level falling below the standards above should be reported to
the Assuria Customer Support Manager at support@assuria.com .
Assuria® is a registered trademark of Assuria Limited.
Assuria Auditor and AutoUpdate are trademarks of Assuria Limited.
© Copyright 2005 to 2011 inclusive. Assuria Limited. All rights reserved.
