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      Help Desk Support and Service Levels

      Support Summaries and Air Force Service Levels

      Help Desk Support and Service Levels

       

      HELP DESK SUPPORT SCOPE

      • Help Desk customer support includes responses to events such as incidents, problems, and requests concerning GHG-provided CW7 and TK8 software. 
        • Patch and Upgrade management support for all CW and TK versions
        • Technical assistance, training, and maintenance for CW and TK software and hardware
        • Tracking, reporting, resolving and closing of deficiencies reported about CW software or hardware
        • Detect and analyze any patterns in discrepancy reports and recommendations for performance and system improvements that emerge involving CW and TK related system issues
      • The Help Desk will only respond to calls from designated Authorized Contacts 
      • Support cannot respond or resolve any issues or events related to the customer's IT systems (e.g. the customer’s hardware, software, firewalls, OS, or network)

       

      HELP DESK TIER SUPPORT

      The Help Desk employs a three-tier approach to handling all incidents. Tier I, II and III are all designed to handle increasing levels of difficulty or complexity.

      • Tier I Support – The support tech will help the customer describe, categorize and prioritize the situation leading to the ticket. The progress of the ticket will need to be monitored and when resolved, the ticket is closed. The tech will also search previously recorded incidents to determine:
        •  Is this a known error or is there a current workaround?
        •  Provide a resolution if one is currently available
        • Escalate to Tier II level support if it cannot be resolved in Tier I guidelines
      • Tier II Support – The support tech receives and responds to escalated support tickets from Tier I (Although Tier I and Tier II will more than likely be handled together when escalated by the initial support tech). Like Tier I, once the ticket is created it will need to be monitored and closed once resolved. If the issue cannot be resolved, it will require involvement from development who will then escalate it to Tier III. Tier II support will also:
        • Review patterns in escalation from Tier I and identify any issues that may emerge that require further attention
        • Create a JIRA for development for problems requiring internal escalation to Tier III
        • Identify and analyze various ticket trends (e.g. sudden increased calls to restart sites, server or other recurring incidents)
        • If required install upgrades and/or builds once approved by an authorized support manager from Air Force
        • Run SQL scripts on an as needed basis that has been approved by a support manager
      • Tier III Support – These tickets are received and resolved from previous escalated Tier II tickets that require development support/intervention. Once the agent over the Tier III ticket (JIRA) has resolved the issue, they will work with Tier II to officially close the ticket once the support tech verifies with the originator that their functionality has been restored regarding the initial issue.

       

       

      HELP DESK SUPPORT STRUCTURE AND PROCESSES         


      • The HubSpot Customer Resource Management platform will be used to log and respond to all events related to customer support for the CW7 and TK8 products. Any incidents, problems, and requests will be managed, logged, monitored, and tracked through the HubSpot CRM. 
      • Our business hours availability starts at 7:00 AM (8:00 AM EST) and will end at 6:30 PM (7:30 PM EST) 
      • For Priority 1 or Severity Level 1 incidents (customer's site is down or authorized users for the account cannot access the site), a Help Desk support agent will be available from 5:00 a.m. CST until 6:30 p.m. Monday - Friday, and an on-call tech will be available on weekends and holidays from 7:00 am until 5:00 pm CST. 
      • Customers may report incidents, problems, and requests via the support Help Desk 24 hours a day, 7 days a week via the helpdesk email support@teamkeeper.com or by our toll-free support phone number 866-380-4146 x2 and our dedicated support email inbox where voice messages can be left after normal business hours. 
      • Since Air Force and other self-hosted customer sites are not hosted at GHG we will not be able to identify any environmental changes that take place for them. Upon learning of any environmental changes, we can respond appropriately, depending on the exact change. (Some environmental changes that affect the software may incur an added cost)







      LEVELS OF SUPPORT AND HELP DESK STANDARDS 

       

      TIER 1 - GENERAL SUPPORT CASES - Response and resolution times generally less than 2 hours 

      (Training, inquiries, questions, and assistance to known or common errors and workarounds for low-priority bugs) 

      • Basic training for new users or refresher training for existing users. 
      • General questions or inquiries regarding our product. 
      • Assistance for resolving user-created issues or errors. 
      • Site Updates, General Time Clock assistance/troubleshooting, and other Tier 1 similar tasks. 

       

      TIER 2 – IN-DEPTH TECHNICAL SUPPORT - Response and resolution times are generally less than 48 hours

      (Techs with a broader level of product knowledge for advanced inquiries, questions, and setups. Typically issues that cannot be handled by Tier 1 personnel) 

      • More involved setups for site configurations such as Leave, Employee Charges, Business Rules, Timesheet/Pay Period Changes, etc. 
      • Troubleshooting application errors due to duplicate or conflicting configurations. 
      • Custom Report requests and modifications. 
      • Time Clock troubleshooting, setup, and repair requests. 

       

      TIER 3 – EXPERT SPECIALIST SUPPORT: DEVELOPMENT TEAM INTERVENTION

      Response and resolution times vary depending on the complexity of the case or request

      (Issues outside of Tier 1 and 2 that require support/intervention or more complex investigation from the development team) 

      • Bugs or performance issues on a web page  
      • Customer-specific requests (New Business Rule, Advanced Custom Report, New Configuration, etc.) 
      • Enhancements or New Feature
       


      SEVERITY LEVELS 1 – 4 (AIR FORCE)

      • Severity 1 – Critical issues that are catastrophic production problems that severely impacts Air Force’s production with no workaround. (Examples: Site or data is unavailable, CW cannot process payroll, hours can’t be recorded on timesheets)
      • Severity 2 – High Priority issues that involve failures where the site is functioning but in a severely reduced capacity. These problems significantly affect the customer’s business operations and productivity. (Examples: A possible Severity 1 issue, but has an existing workaround. Severity 1 issues but exist on a non-production system. Incidents that could result in one or more employees being paid incorrectly if not resolved)
      • Severity 3 – Medium Priority issues that have a medium to low impact on the customer’s operations and productivity. Limited loss of functionality. (Examples: A Charge Code is not available/selectable or a business rule is not calculating properly. Employees are unable to record their time correctly, charge to a particular code but does not risk their ability to be paid correctly)
      • Severity 4 – Low Priority. These are general usage questions or issues that have no significant impact to the customer’s ability to conduct business. (Examples: Questions about software or hardware functionality. Request make changes to system settings or data)

      severity level