Support Center
Support Overview
This Support Policy (“Policy”) describes the support services that Vemessage, inc. (“Vemessage”) provides to customers who have paid all applicable subscription fees for the “Hosted Service”. For purposes of this Policy, users of Vemessage Free are invited to use the Vemessage Community for support services; all other terms and conditions of this Policy apply to paid customers (“Customers”). Customers of Vemessage Starter are referred to as “Starter”, and Customers of Vemessage Base, Vemessage Advanced, Vemessage BCM, and Vemessage Employee Engage products are referred to as “Subscription” customers.
Support Level
| Service | Starter | Subscription |
|---|---|---|
| Vemessage Community | Y | Y |
| Website Ticket Submission | Y | Y |
| Telephone | 8 hrs x 5 Days | 24 hrs x 7 Days |
Description of Services Telephone Support: Vemessage will provide Customers with telephone access support services. Calls may be answered by any Vemessage call center during normal business hours defined as follows: The Americas: 5AM (PT) to 5PM (PT); Europe, Middle East and Africa: 9AM (GMT) to 6PM (GMT); Asia Pacific (APAC): 9AM (AEST) to 6PM (AEST); Excluding weekends and local holidays. For all hours not covered above, Subscription customers will receive call-back assistance based on Severity as defined below. Website Support: Customers may log support requests at info@Vemessage.com. Vemessage Community: Vemessage hosts and maintains a knowledge portal called the Vemessage Community. This site can be accessed by all registered users, 24 hours a day, 7 days a week at http://support.Vemessage.com. The Vemessage Community contains self-service, knowledge-based articles designed to assist Customers with the use and operations of Vemessage’ products, as well community forums, product downloads and on-line documentation. Product announcements are sent through the Vemessage Community notification mechanism. Management of cases Language support: All support services are delivered in English. Opening a case: Authorized contacts of the Customer who require assistance may call or log the ticket via the Vemessage Community portal. Unique cases will be opened for each identified issue or request. The following items are required with each case in order for Vemessage to provide Customers with rapid and complete assistance: Please have the following information available:
- Company name
- Contact full name
- Telephone number
- Email Address
- Instance URL
- Business impact (e.g., which instance(s) are affected? Dev, Test, Prod)
- Articulate description of the problem / symptoms
- Steps to reproduce the issue and / or details on where issue was observed
- Including Event ID, date and time stamp of issue occurrence
- Error messages and or screen shots (if applicable)
Depending upon the issue reported, Vemessage may request additional items to further troubleshoot the request and provide a solution. Some items are time-sensitive due to system archiving schedules and 3rd party considerations (provider or aggregator). Additionally, screen-shots may be needed from a live event, for SMS (user phone #), local carrier information, etc. Severity levels: When a case is opened, Vemessage works with our Customer to assign the appropriate severity to the case based on the criteria below. As the case progresses, the Vemessage Client Assistance team will inform you if the problem no longer fits the definition of the severity level originally assigned to the case and will adjust accordingly.
| Severity | Conditions |
|---|---|
| Severity 1 | Critical business impact. A complete loss of Production service, work cannot reasonably continue. All severity 1 production issues must be submitted by telephone. |
| Severity 2 | High business impact. Production service functions seriously affected, but can be worked around or function with reduced performance. Or, if during implementation, project is completely blocked. |
| Severity 3 | Minimal business impact. Production or Non-Production services affected. System is still usable, problems can be worked around and system can be used with minimal inconvenience |
| Severity 4 | Low business impact. Production or Non-Production services affected with minimal impact. Also includes how-to questions, feature requests, and documentation requests. |
Response Times: For all reported cases, Vemessage’ uses commercially reasonable efforts to deliver our service within these response time goals: Subscription:
Subscription:
| Severity | Acknowledgement | Response |
|---|---|---|
| Severity 1 | 1 hour | 2 hours |
| Severity 2 | 4 business hours | 1 business day |
| Severity 3 or 4 | 1 business day | 2 business days |
Starter:
| Severity | Acknowledgement | Response |
|---|---|---|
| Severity 1 | 2 business hours | 4 business hours |
| Severity 2 | 6 business hours | 1 business day |
| Severity 3 or 4 | 2 business days | 3 business days |
“Acknowledgment” is the amount of time from submitting the case to Vemessage and the time that the Customer is given an identifying case number. “Response” is the elapsed time until an Vemessage support engineer is assigned and actively working on the case. Case escalation: In the case of Severity 1 issues, regular status updates will be provided and the case will be escalated to an on-duty manager and the Vemessage customer success or sales representative. Customer resources may be required to continue work within our service levels. If these resources are unavailable, Vemessage may lower the ticket severity until Customer resources become available. Closure of support cases: Open cases will be considered to be resolved and will be closed when:
Severity 1 – the Customer receives a workaround or information that resolves the issue and the Customer agrees that the issue has been resolved. Severity 2, 3 or 4 – one of the following conditions occurs:
the Customer receives a workaround or information that resolves the issue and agrees that the issue is resolved, or the Case results in a defect being entered and the Customer has received a defect number for future reference, or the Customer has not responded to Vemessage for 10 business days. The case can be reopened if the issue has not been resolved.
Product defects: If the Customer encounters behavior that is contrary to the documented behavior of the product, a defect number will be generated and the case will be escalated to development. In general, the Severity Level is used to determine the Defect Priority; in some cases Vemessage may re-assign a Priority Level (higher or lower) after conversation with the Customer. We strive to provide our Customers with an excellent experience and rapidly correct Defects; at a minimum we ensure the following service levels:
Priority Levels and Response Times
| Priority | Temporary Workaround | Permanent Correction |
|---|---|---|
| Priority One | Commercially reasonable effort until fixed or a suitable workaround provided or Customer lowers. | |
| Priority Two | Commercially reasonable business hours effort or until Customer agrees to lower severity level. | |
| Priority Three | In next feasible product release, Customer will be notified when a fix becomes available. | |
| Priority Four | Feature requests are reviewed by the Vemessage product manager before each release. |