360 GRC Application Support & Escalation Process
Communications
The following communication methods are available to obtain assistance from 360 GRC for a technical issue.
a) Telephone Support - 1510 870 8722
b) Web Support - Secure support site to create tickets, check status, and attain resolutions. Web generated tickets are the most effective method of communications, but telephone
Calls are welcome.
Please provide the following information when contacting 360 GRC with a technical:
- Contact Name
- Company Name
- License key of Unit
- Email and phone
- Technical issue Description
- Area of the program technical issue is arising (Installation, Reports, etc.)?
- What changes, if any, have been made to server or network recently?
- Severity of problem
Technical issue Response
a) Telephone Response
During normal business hours the next available engineer will take the call. Normal business hours in the continental United States are 9 am to 10 pm EST time. Outside normal business hours the calls will be to return per our escalation procedure below.
b) Email Response
During normal business hours, severity one (1) calls are answered via email within one (1) hour. Outside normal business hours email will be answered no later than 2 hours into the next business day.
c) Technical issue Resolution
Figure 1 diagrams the normal process for addressing a customer issue. A highly qualified Technical Support Engineer ("TSE") takes the initial call and triages to the appropriate resources within 360GRC. The TSE's goal is to resolve the technical issue on the first call. TSE's responsibility is to maintain close coordination and communication with the customer during this process. If the technical issue is determined to be software or operational, TSE will resolve the technical issue using the tools available including web site download capability, an extensive test lab environment and a high level of technical expertise. An Escalation procedure is in place to make sure the issues are addressed in a timely manner.
Severity
The Technical Support Engineer ("TSE") in consultation with the Customer will assign the severity level to the technical issue based on the impact to their project.
If an acceptable workaround can be applied to the issue, then the Urgency and the Severity can be downgraded to the next level. For example, if a workaround exists and is acceptable for a Moderate issue, then this issue will be downgraded to Minor.
| Severity Level |
Definition |
| Severity 1 (Critical) |
Product is down. There are no workarounds to restore product functionality. 360 GRC places top priority on the technical issue and the necessary resources to resolve the issue. |
| Severity 2 (Moderate) |
Significant product functionality is not working according to product definitions, or significant business objectives can not be met. 360 GRC places high priority on the technical issue and the necessary resources are assigned to the technical issue, but work is generally performed during normal business hours. |
| Severity 3 (Minor) |
Minor Product functionality is not working according to Product definitions, or minor business objectives can not be met. 360 GRC places a lower level priority on the technical issue and assigns the appropriate resources to resolve the technical issue within customer expectations. |
Support Levels
Support Levels are designed to provide a method the will give the customer a process to resolve problems in an efficient manner.
| Support Level |
Responsible |
Resolution |
| Level 1 (Help desk) |
- First to review the customer Ticket information and the issue.
- Check known problems for fixes
- Isolate the problem to module |
If known problem provide fix to client
After ID module escalate to level 2 |
| Level 2 (Module Specialist) |
-Verify information collected from the client and collect additional information if needed.
Identify the problem with the given Module. |
- Provide solutions once the issue is id.
- When across module escalate to Level 3 |
| Level 3 (Sr. support engineer) |
- Understanding the complete system and systems supporting the product.
- Understand the configurations for the network devices being checked.
- Provide workaround solutions for issues that requirements development changes.
|
- Provide a solution to client is possible.
- If issue is ID as a code change escalate to Development and provide a work around. |
| Level 4 (Development) |
Provide code changes and ingrate into the production release. |
Issues Temporary fixes for Severity 1 problem |
If appropriate progress has not been made, the technical issue would be escalated to as appropriate
Escalation
The escalation process is managed in cooperation with the Customer. The escalation process ensures the issue is getting the appropriate attention.
Escalation can be initiated whenever the resolution is not meeting customer expectations or whenever a technical issue has not been resolved within the escalation time frames. Since each situation and each technical issue are unique, there may be some variation in the normal process timing to fit the situation (an example might a situation where the TSE is waiting on information from the customer).
| From |
Escalation To |
Severity 1 |
Severity 2 |
Severity 3 |
| Services Call |
Level 1 |
1 hour |
2 hours |
4 hours |
| E-mail |
Level 1 |
1 hour |
2 hours |
4 hours |
| Level 1 |
Level 2 |
2 hours |
4 hours |
8 hours |
| Level 2 |
Level 3 |
4 hours |
8 hours |
24 hours |
| Level 3 |
Level 4 |
8 hours |
24 hours |
48 hours |
