- Standard: Standard Support provides immediate response to your questions via phone, e-mail and fax. Jenkon's Customer Support team creates your call log, gathers all the information necessary to resolve the issue, and provides answers to frequently asked questions (FAQs).
- Critical: Critical Support provides immediate response for all system outages and any other situations that create a severe impact on the customer's daily business.
- Escalated: Escalated Support is responsible for all critical escalations that are not resolved within the preceding levels of support.
How the escalation process ensures prompt, efficient resolution
Each call placed with Jenkon Customer Support is assigned an initial priority, based on the impact of the problem on the customer's business. A call's priority can be adjusted up or down during the life of the call, depending on a workaround being provided, changes to the business impact, etc. The priorities determine the timeframe for each step in the escalation process.
Each level of support is intended to provide the customer with increasing technical expertise. Each level also has a predetermined timeframe to move your call to the next level based on its priority. We do this to fulfill our goal of resolving your issue as quickly and efficiently as possible.
| | Description of Priority | Resolution
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1 | Business Critical
System down or severe impact on the customer's business.
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Goal: Resolution within 2 hours
If a resolution cannot be provided within 2 hours, the call is reclassified as Escalated, where the goal of resolving the issue is an additional 2 hours.
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2 | System Critical
Severe user impact due to a system or application problem. |
Goal: Resolution within 8 hours
If a resolution cannot be provided within 8 hours, the call is reclassified as Escalated, where the goal of resolving the issue is an additional 24 hours. |
3 | Technical Problem
Technical problems of a lesser impact to users; usually a workaround exists. |
Goal: Resolution within 1 day
If a resolution cannot be provided within 1 day, the call is escalated to Support Level: Critical. Next, if a resolution cannot be provided within 2 days, the call is reclassified as Escalated, where the goal of resolving the issue is an additional 2 days. | |
4 | Product Request
Technical problem due to product incompatibility or enhancement requests. |
Goal: Resolution within 2 days
After 2 days, the call is escalated to Support Level: Critical. If a resolution cannot be provided within 5 days, the call is reclassified as Escalated, where the goal of resolving the issue is an additional 20 days.
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Click here for the pdf version of this support guide.
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Jenkon
