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Support is provided primarily in English. |
Understanding Case Priority
Cases are managed based on priority levels in this order:
System Down: The product is nonfunctional or has unrecoverable service failure.
Critical: The use of the Platform is only possible with significant impairments which render the Platform practically unusable or Business Critical Request.
High: The product is functional, but with consistent issues, or one product area is nonfunctional, or has degraded functionality with some business impacts.
Medium: The product is functional with minor or intermittent issues. Occasional functionality degradation :: Minimal business impact.
Low: The product is functional, with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how-to questions, product use questions :: No business impact.
Understanding Business Impact
Business impact tell us who has been impacted by the issue and how widespread it is. Chose the closest one from the drop down menu.
Single User: If only one person is impacted by the issue.
All Admin Users: Sometimes an issue may only impact admin users.
Example: Being unable to view analytics.
All End Users: If an issue impacts just your end users.
Example: End users being unable to delete an in progress booking but admins can do it.
Everyone: If everyone regardless of role is experiencing the issue.
Example: FAQ module not loading
Other: Please let us know if only a subset of users are experiencing the issue.
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Support Ticket Tips
Once we assign a support representative to your case, they will send an initial email and may request additional information to better understand your case. To help resolve your issue quickly, please follow these guidelines:
Clearly define the question or problem:
Describe your issue in detail,
Provide symptoms,
Steps you’ve taken,
How to reproduce,
Screenshots / Videos
Send Screenshots / Videos: spaceOS is a highly customisable, complex product. Including screenshots or video helps us determine the source of the problem much faster. And sometimes it's easier to show than to tell.
Tell us where the issue is happening: Is the issue happening in your browser, the mobile app, or the merchant app.
Identify the support case priority. Cases are managed based on priority levels in this order: System Down, Critical, High, Medium, and Low.
Identify the business impact: Tell us who is being impacted by the issue.
SLA's
SLA's for Support Tickets are defined in your contract. If you do not have SLA's defined please contact your sales representative who will be happy to help.