Technical Support SLA and Escalation Matrix

Transcription

1 Technical Support SLA and Escalation Matrix We, at Cyberoam value our customers and their needs. Although we are continuously trying to make our product as the best UTM appliance, at times there are some incidents which need immediate attention. For those incidents we have established our own Global Support Management Centre (Cyberoam - GSMC) at India. Our in-house support centre caters to the urgent needs of our customers / partners by providing timely and accurate support. Our GSMC comprises of Engineers providing round the clock support, where every call is monitored and evaluated on technical and quality assurance parameters. Teams defined: 1. Customer Support Executive Team: Every incident that is reported via phone, is being picked by members of this team. A reference service request is created after taking relevant information from the customer. The Customer Support Executive then assigns a priority to the service request and then assigns it to the right queue. 2. Evaluation Team: Once the service request is created either by the Customer Support Executive Team, or via the customer portal, or through the mail alias support@cyberoam.com, or via live support chat, the Evaluation Team Engineer starts working on the case depending on the Priority of the case. Priority is based on certain parameters which are predefined and have been decided after taking various parameters into consideration. The maximum time-frame for them to work on the reported issue is 1 to 4 business days depending on the priority of the case and that too is pre-defined. 3. Level 1 Team: These are more experienced engineers than Evaluation Team Engineers and are more technically competent as well. If Evaluation team is not able to solve the reported incident, it is escalated to this team or, if the priority of a service request is higher the service request is escalated to this team. The maximum time-frame for them to work on the reported issue is 1 to 4 business days depending on the priority of the case. 4. Level 2 Team (Tech Leads): These engineers are the most experienced engineers in the team, and can easily diagnose complex problems. If L1 team is not able to solve a reported incident, it gets escalated to Tech Leads. The maximum time-frame for them to work on the reported issue is 1 to 4 business days depending on the priority of the case. 5. Customer Engineering (CE) Team: This is the team who has designed the product. Developers and Quality assurance engineers work in this team. If a Tech Lead is not able to resolve a problem it is escalated to this team. They try to recreate the issue and find either a solution or a workaround. The maximum time-frame for them to work on the reported issue is 1 to 5 business days. Page 1 of 6

2 Priorities defined Priority 1 (P1): Critical Network is "down" or there is a critical impact to business operations. You and Cyberoam will commit all necessary resources round the clock to resolve the situation. Priority 2 (P2): High Operation of an existing network is severely degraded, or significant aspects of business operation are negatively affected by inadequate performance of Cyberoam products. You and Cyberoam will commit full-time resources during normal business hours to resolve the situation. Priority 3 (P3): Medium Operational performance of the network is impaired, but most business operations remain functional. You and Cyberoam will commit resources during normal business hours to restore service to satisfactory levels. Priority 4 (P4): Low Require information or assistance with Cyberoam product capabilities, installation, or basic configuration. There is little or no effect on your business operations. Escalation Guidelines We follow an approach where all the incidents are handled in the most proficient manner 1. As soon as an incident is reported a service request is generated and the customer / partner are informed about the Reference service request number. 2. As per the incident reported, a Priority is assigned to each and every incident. 3. If it is a P2, P3 or P4 case, the case is handled by the Evaluation team. 4. The first response to the customer / partner support is sent within 1 Hour for 24x7 premium support subscriptions and 4 Hours for 8x5 basic support subscriptions. 5. If and only if it is a P1 case, then the case is directly escalated to the Level 1 Team. 6. If Evaluation Team is not able to resolve the incident within the pre-defined timeline as set in the incident matrix, the very next day the service request is escalated to Level 1 Team. 7. If Level 1 Team is not able to resolve the incident in within the pre-defined timeline as set in the incident matrix, the service request is escalated to Level 2 Team (Tech Lead) or if the issue is complex in nature then a level 1 Team engineer can directly Page 2 of 6

3 escalate the case to CE Team. 8. In case a Level 1 Team engineer feels it s a complex issue; the same is escalated to Level 2 Team on the same day. 9. If Level 2 Team is not able to resolve the incident in within the pre-defined timeline as set in the incident matrix, the service request is escalated to CE Team. 10. CE team works on the issue along with Level 2 or Level 1 Engineers. Based on the issue complexity, they either provide a solution to the customer, Or a work around solution which can resolve the issue temporarily Or If identified as a product bug or a Feature Enhancement Request, a reference tracking ID would be provided to the customer. 11. Every incident is updated on a daily basis. 12. Support Subscriptions : 8x5 Basic Support 24x7 Premium Support 8x5 Basic Support Plan 24x7 Premium Support Plan Timings Technical Support 10AM - 6PM (Local Time Zone) Anytime during the day Web Based Support Yes Yes Phone Based Support Yes Yes Chat Based Support Yes Yes Number of support incidents per annual subscription Unlimited Unlimited First Response Time 4 Hours 1 Hour Onsite Support Services* - Fee Based Service Software Support Software & OS Upgrades and Patches Yes Yes Hot Fixes and Enhancement upgrades Yes Yes Signature & database update Yes Yes Hardware Warranty Limited Hardware warranty & Yes Yes Return and Replacement policy 10 Days 4 Days Advanced Hardware Replacement - Yes Product Documentation and Guides Customer Portal Yes Yes Technical Trainings - CCNSP & CCNSE Certifications Fee Based Fee Based Online Demo Yes Yes Version Release Notes Yes Yes Support Renewals One, two and three (1, 2 and 3) Year Renewals Yes Yes Click to read more. Page 3 of 6

4 Incident Matrix Priority P1 Max Time Frame Allowed (for resolution) To be solved on the same day itself; Hot transfer if shift changes Escalation To be escalated if not solved within 1 business day P2 2 business days To be escalated if not solved within 1 business days P3 4 business days To be escalated if not solved within 2 business days P4 Preferably On call resolution; 4 business days To be resolved, no escalation required Teams Assigned Level 1Team -> Level 2Team -> CE Team (If required) Evaluation Team -> Level 1 Team -> Level 2 Team -> CE Team (if required) Evaluation Team -> Level 1 Team Evaluation team Escalation Management Notification and Briefing Our internal escalation process is intended to notify and brief various levels of management throughout the life cycle of technical issues. This ensures that the appropriate resources within Cyberoam are utilized to resolve outstanding technical problems as efficiently as possible. The following schedule shows the manager receiving notification, and the elapsed time at which notification is given, according to the Priority Level; escalation continues until the issue has been resolved or a satisfactory workaround has been implemented: Person Notified P1 Hours P2 hours P3 Hours P4 hours Manager - Cyberoam GSMC Head - Cyberoam GSMC VP - Products Page 4 of 6

5 How to contact us: Cyberoam Technologies Pvt. Ltd. Global Support Management Centre (Cyberoam - GSMC) Ahmedabad - India You can report your incidents to us through the following ways: 1. Preferred way Login to and create a service request, this will help us in providing a faster resolution to incidents reported by you. 2. Phone: Region Toll Free Number Non Toll Free Number North America Europe APAC Middle East & Africa India Before calling please keep this information handy, as it will help us in providing a faster resolution: 1. Your Name: 2. Your Organization Name: 3. Your ID: 4. Your Phone Number: 5. Cyberoam Appliance Key (Must): 6. Cyberoam Version Number: Page 5 of 6

6 3. Along with your issue, please mention this information in your mail as well: 1. Your Name: 2. Your Organization Name: 3. Any other preferred ID: 4. Your Phone Number: 5. Your preference method of contact: ( /phone) 6. Cyberoam Appliance Key (Must): 7. Cyberoam Version Number: 4. Chat: Please visit to and click on Live Chat. Before connecting please keep this information handy, as it will help us in providing a faster resolution: 1. Your Name: 2. Your Organization Name: 3. Your ID: 4. Your Phone Number: 5. Cyberoam Appliance Key (Must): 6. Cyberoam Version Number: Page 6 of 6