1. Working with the LiveOps CSC (Customer Support Center)

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AGENDA
Liveops Customer Support Center Overview Network Operations Management Team Support Model Overview Support Request Lifecycle (High Level) Working with the Liveops Customer Support Center LiveOps Customer Support Center Procedures for Handling Support Cases Pre-requisites for Partners and Customers using the Support Facilities Definitions: Problem Resolution, Severity Assignment and Target Response Times Problem Resolution Solution Delivery Escalation Points
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3. Network Operations: Management Team
Chris Lozano
Service Management VP
Tom Ajayebi
NOC , System Engineering , CSC Mgr
Ralph Villa
Problem/Incident Mgmt
Michael Sterkenburg
NOC, Lead
James Morgan
System Engineering,
Mgr
Bruce Toms
CSC Sr. Eng
Sudeep Khuraijam
Network Engineering, Senior Mgr
Dennis Schmidt
VP of Operations
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Support Model
1st Level
Customer Support Center (Business Hours)
Network Operations Center (24x7x365)
2nd Level
Customer Support Center (Sr. Engineering)
Network Engineering
System Engineering
3rd Level
Product Management / Development
Teleservices/Carrier Relations
Professional Services / Account Management
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5. Support Request Lifecycle (High Level)
Platform Support Lifecycle
Resolution which can be implemented by LiveOps Operations and/or Customer
Product Support Lifecycle
Resolution which require software updates and/or Professional Services. These updates may require planning and prioritization
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6. CSC Hours of Operations
CSC is staffed Sunday 1 PM – Friday 5 PM PDT excluding LiveOps Holidays.
LiveOps NOC is staffed 24x7x365 and provides front line support for S1 issues during CSC off hours.
Customer Portal cases may be submitted 24x7x365
S1 cases alert the NOC at all times.
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Contacting Support
LiveOps Customer Portal: services/support.html
This is the preferred method for case submissions
Phone:
Used for Severity 1
If you are unable to access the Customer Portal
Primarily used for communications not related to a specific case
If used for problem reporting - no RTO until case is entered into SFDC
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8. Partner/Customer Responsibilities
To provide names and contact information for Designated Contacts.
To provide distribution lists to be copied on Case updates and general service announcements (Incident Notification, Maintenance Notification, and Product Updates).
To provide name and contacts for escalation points within the your organization in the event a timely response is not received when requested from a Designated Contact or an distribution list per above.
Keep the CSC informed of all contact updates above at all times, allowing for up to five business days notice before any required change.
To submit cases as defined in Case Submission.
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Case Submission
Submit each case individually
To provide the CSC with full details of the problem:
Include actions performed
How to replicate the problem
Any error messages
Session ID’s for both good and bad calls
System/network configuration
Any other relevant information symptoms
Capture and provide screen images using “Print Screen”
To provide the CSC with any local configurations or issues:
Network links connections broken
Re-booting the system(s)
Change performed in the customer infrastructure
Facilitate local network and telephony resources as necessary to resolve the problem
Notify LiveOps of maintenance using
To have the case requester/problem originator, or a suitable backup, available at the contact number/ address given in the case notes. To inform the CSC of any significant partner and/or customer environment or system events which could affect problem resolution, e.g.
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Case Submission
Submitting cases
Default case submission is via the LiveOps Customer web portal (
Cases can be submitted 24x7 and are subject to standard response times
S1 cases will be handled by the NOC when CSC is not staffed
S2, S3, S4 cases will be responded to per RTO next business day
Cases submitted by are not subject to normal response times
Phone
Basic support for S1 issues only
CSC will accept requests for all questions, problems and issues
If the response to an inquiry falls outside the CSC area of responsibility it will be routed to the appropriate LiveOps organization for resolution
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11. LiveOps Support Portal
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Case Severity
Severity
Description
Examples 1
Critical
A production issue that creates a condition, which makes impossible the performance of one or more critical functions of the Solution.
System is inaccessible.
All Agents unable to make or receive calls through the system. 2
Serious
A production issue that creates a condition which makes difficult the performance of one or more critical functions of the Product Software, but which can be circumvented or avoided on a temporary basis.
System Performance has decreased but is still functional.
Reporting or Monitoring are not functional.
Some functions may be impaired but workarounds have been provided until a software solution can be delivered. 3
Minor
A production issue that does not impair the performance or continued performance of one or more critical functions of the Solution. This type of error is considered non-service effecting.
The problem or error has a work-around that gives correct output as required.
The problem or error is related to administration functions, routine maintenance or diagnostic capabilities.
Cosmetic Changes. 4
Low
Documentation and Information requests.
Product manual updates, release information, documentation errors, etc.
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13. Response Time Objectives
Severity
Initial response within:
Response with a plan for correcting error within:
Normal business day
Evenings, weekends and holidays 1
Critical
Immediate for receipt of call.
1 hour of receipt of voice message
1 hour online case submitted.
1 hour of receipt of voice message.
1 hour of receipt online case submitted.
Worked on a continual basis 2
Serious
2 business hours of receipt of voice message.
2 business hours online case submitted .
Next business day for receipt of voice message.
Next business day for receipt of online case submitted .
5 business days 3
Minor
2 business days of voice message.
2 business days online case submitted.
2 business days for receipt of voice message.
2 business days for receipt of online case submitted.
As Resource is Available
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Case Escalations
Severity 1
1st Level – 1 hour
Customer Support Manager Tom Ajayebi (415)
2nd Level – 2 hours
VP Professional Services Chris Lozano
3rd Level – 4 hours
VP Operations Dennis Schmidt (212)
Severity 2
1st Level – 4 business hours
Customer Support Manager Tom Ajayebi (415)
2nd Level – 8 business hours
3rd Level – 12 business hours
Severity 3
As required
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Case Handling Process
Case Response
Customer Portal: The customer will be given a Case number, and a severity within the Initial Response time
Phone: The partner and/or customer will be given a Case number, and the problem severity will be discussed and assigned by LiveOps. If there is a dispute on the severity, the partner and/or customer severity level will be assigned
Resolution Plan
The CSE will provide a plan for correcting the problem. This may include:
Diagnostic actions
Investigation findings
Additional data or information required to pursue resolution
Steps to mitigate the problem.
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16. Case Resolution & Closure
Resolutions will be provided based on agreement that the partner and/or customer has provided full information concerning the problem. And the problem originator, or a suitable backup, is available at the contact number/ address given for the duration of the case being open.
The partner and/or customer will be contacted before solution delivery wherever possible.
If the agreed resolution time is missed, status reports on the problem will be given at regular intervals, and at least daily for critical and serious problems
Closure
The case will be closed once:
The CSC and the partner and/or customer agree that the problem has indeed been resolved, or
An agreed closure period has passed, or after 5 business days
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Case Outcome
For cases determined to be bugs in the product:
The CSE will open an internal bug ticket for tracking
This bug ticket number will be input to the Bug Number field in the Case
The bug will be assigned to Product Engineering
To follow-up on the status of the bug ticket you may contact CSC
Case will be closed based on Release Version which is intended to satisfy the request
For Cases determined to be enhancements to the product or feature in the product
The CSE will open an enhancement request with Product Management
Product Management will determine when or if the enhancement will be incorporated into the product
To follow-up on the status of the bug ticket you may contact the CSC
The case will be closed based as an enhancement request
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Resolution Delivery
A Software Release
A Documentation Update
Case Notes
Any actions performed which do not require change to the system, will be documented within the case support notes
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19. Process Escalation Procedures
The following escalation route is available to the partner and/or customer for issues with the support process or case handling.
Customer Support Manager: If the partner and/or customer needs to address a problem or query regarding the support process they should contact Customer Support Manager Tom Ajayebi (415)
Sales Representative/Account Manager: If the partner and/or customer wants to escalate an issue to the next level of management, they should contact their Sales Representative, Account Manager or Customer Success Manager.
VP of Professional Services: If the partner and/or customer feels it is appropriate to escalate further; the next contact should be with the VP of Professional Services Dennis Schmidt (212)
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20. Thank You 20