Olive Customer Support Policy

Transcription

1 Olive Customer Support Policy March 2015

2 Overview This document provides Olive customers with a description of the support policy of Olive Software. This document will also provide an insight into Olive s Customer Support, our tiered support structure and the various support channels that are in place to manage emergency and non-emergency situations. The Olive Customer Support Department is responsible for all customer technical issues ranging from questions and configuration changes to ongoing production. We strive to deliver the best world class service and solutions to our customers. 2 Olive Software, Inc.

3 Support Structure Your Reader s experience is of paramount importance to both you and Olive. Partnering with your customer service, Olive s support team will provide you with two additional levels of support. Tier 1: End-user support Olive Software does not provide end-user support. Publishers should provide Tier 1 support to their readers directly. Olive has provided a frequently asked questions (FAQ) document to help you get started with questions you may receive regarding Olive s products and services; it can be found at In instances where your technical staff is unable to resolve reader issues, please gather as much detailed information as possible and escalate the issue to Olive Support (Tier 2). Tier 2: Olive Customer Support Olive s Customer Support is available for non-emergency issues 9:00am-6:00pm EST Monday through Friday excluding holidays. Emergency support procedures are detailed below. Reader issues, as well as routine support issues for your publication should be opened in our Support Self Service Portal, which can be found at At the end of implementation, the self-service portal credentials will be sent to the address(es) you provided; additional self-service users can be requested as needed. Once a support ticket has been opened, information exchange will occur via . Information relating to the handling of this communication is provided in the next section Support Channels. Please note, to avoid delays, s should not be sent directly to the Olive resources that assisted you in implementation. Opening a support ticket is the quickest way to get resolution, as it will automatically be routed to the appropriate customer support member. If you do not have, or have forgotten, your self-service portal credentials, please [email protected] for these now. Your username should be your company address; the system will generate a new password for you if you have forgotten yours (support does not have access to retrieve your current password). Tier 3: Analysis Issues regarding complex problems not resolvable by Tier 2 will be escalated internally within Olive Software. The resolution or feedback will be channeled through the responsible Tier 2 customer support member back to your support team. Olive Software, Inc. 3

4 Support Channels Non-emergency Issues Your initial channel of communication with Olive Customer Support is by opening a support ticket in the self-service portal, which can be found at Your customer support team should open all non-emergency support or information requests through this channel. Olive Customer Support response time is typically within one business day. This method should be used for routine issues such as reader usability problems, skin change requests, non-critical publication errors and feature problems. Thorough information is important to the Customer Support team in order to resolve your issue expediently. This typically reduces the number of s being sent back and forth and ultimately produces a more timely resolution. Helpful information includes: detailed problem description include product and viewing mechanism include URL/site link and login credentials if appropriate screenshots if appropriate OS and browser version is the problem intermittent or consistent Production Issues If you are a SaaS or ASP customer and have a publication production error such as missing or wrong pages, publication not available or missing feed channels, an should be sent to [email protected] or [email protected] as assigned to you in implementation with a description of the problem. Response via is typically within an hour. If you perform your own production in-house and have a question/problem, a ticket should be entered in the Support Self Service Portal. Emergency/Critical Issues Olive Customer Support provides an emergency support hotline for critical issues available 24x7. This number should be reserved for publication critical issues and not given to end users. An emergency is defined as any issue that prevents on-line use or availability of your publication. Olive Customer Support Hotline: or Olive Software, Inc.

5 The 24 hour emergency support answer center will work through a calling tree until they make live contact with a support engineer. Typical customer call back will be within two hours. Misuse of the Hotline for issues that are not critical may result in additional fees. Olive Software, Inc. 5

6 Support Self Service Portal URL The Olive Customer Support Self Service Portal can be found at or under the Contact menu on the Olive website. 6 Olive Software, Inc.

7 Login Enter your User Name and Password and click the Login Button. In most cases, your User Name is your company address. If you have forgotten your password, you can click the Forgot your password? link to generate a new temporary password. Olive Software, Inc. 7

8 Home The Home page will provide some simple instructions on using the site, and after you have opened a Case ( Ticket ), you can see My Open Cases for quick access (also accessible through View Cases ). Most likely you will click the Log a Case Tab to enter a new ticket. 8 Olive Software, Inc.

9 Log a Case Thorough information is important to the Customer Support team in order to resolve your issue expediently. This typically reduces the number of s being sent back and forth and ultimately produces a more timely resolution. Type: Problem Feature Request Question PS Project Priority: Critical High Medium Feature of Olive software is not working as documented. New request not currently in system. Believe there is an answer or need to know what to do in a particular situation. Internal use only. Production stops due to product or major feature failure or data corruption. Site is down. All users are impacted. Precludes significant functionality in live operations and no workaround exists. Major Impact. Major feature/product failure; inconvenient workaround or no workaround exists. Impacts many users. Typical response time will be 4 business hours. Minor impact. Minor feature/product failure or Olive Software, Inc. 9

10 Low major feature with convenient or easy workaround. Impacts one or just a few users. Typical response time will be 1 business day. Informational or non-urgent Feature Request. Typical response time will be 2 business days. Product Suite: if known, or can enter in the text description below Client Web Browser: if applicable, or can enter in the text description below Operating System: Windows, Macintoch, Android, Apple ios, Other Subject: REQUIRED Please enter short description Description: Please enter helpful information in this textbox, including as applicable: detailed problem description including product (ODE, OMV, ireader, Tearsheets) and viewing mechanism (desktop, tablet, phone) URL/site link and login credentials if appropriate screenshots if appropriate (add after Summary view) OS and browser version is the problem intermittent or consistent Click the Submit Button to complete the ticket entry. The system then provides a Summary, allows you to add comments or attachments, and suggests possible solutions from our Knowledgebase: 10 Olive Software, Inc.

11 You will also receive a confirmation that your ticket was created. Olive Software, Inc. 11

12 View Cases You can view open or closed cases; click the View Open Cases or View Closed Cases button respecitvely. 12 Olive Software, Inc.

13 Find Solution The Find Solution page will allow you to search or navigate the knowledge base to find possible solutions to your problem quickly. Logout The logout tab will log you out of the Olive Customer Self Service portal and return you to the Olive website. Olive Software, Inc. 13