HomeSolutionsProductsSupportServicesTrainingPartnersCompanyContact     


assuriaONLINE Customer and Partner resources Logon / register
     

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 shall register the call 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

  • Problem details

ASSURIA staff shall take the following minimum action:-

  • Agree Category of call

  • 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 the call cannot be resolved immediately then:

  • ASSURIA shall allocate a call reference number.

  • Raise an ASSURIA SPR (Software Problem Report)

  • Pass the SPR to a Support engineer for analysis.

  • The Support engineer shall 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 of 
              the normal working week (excludes weekends and holidays)

D            Assuria will contact the customer within 24 hours of the 
                 normal working week.

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 will 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 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 ASSURIA 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 and requiring extraordinary action by ASSURIA management, then the situation is a category A call.

ASSURIA interface will be:-

Customer Support and Help Desk

ASSURIA Ltd.
Science & Technology Centre,
The University of Reading,
Earley Gate,
READING
RG6 6BZ
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.co.uk

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 shall be reported to the Assuria Customer Support Manager.
 


Assuria® is a registered trademark of Assuria Limited.
Assuria Auditor and AutoUpdate are trademarks of Assuria Limited.
System Scanner and X-Press Update are registered trademarks of Internet Security Systems Inc. of Atlanta, Georgia, USA
© Copyright 2005, 2006, 2007, 2008 Assuria Limited.  All rights reserved.
 



21/11/2008

Legal notice | Site map | Contact Assuria

© Copyright 2006 - Assuria Limited.  All rights reserved