Service Level Agreement (SLA)
August 1, 2020
Tethr Support Summary
Hours of support:
Monday through Friday, 7-7 CST
Engaging Tethr support
To open a support ticket and report a problem, the customer has the following options:
KNOWLEDGE BASE Tethr provides knowledge base articles that can be used for self-learning and troubleshooting of basic product-related problems. Please consult this database before opening a support ticket. The knowledge base articles address common questions and procedures and consist of both articles and videos.
Tethr Customer Support Guide
The Tethr Support team is committed to providing excellent Customer support. Following is a brief description of the Tethr Customer Support Department’s policies and procedures.
Customer Support Overview
Tethr provides full system monitoring and incident resolution. The support team is staffed with trained support engineers prepared to address your questions or issues. The Tethr Support Guide is provided to insure an efficient experience in the identification and resolution of issues that may occur.
Receipt of the support ticket is entered into our support management system. A unique ticket number is assigned and provided to the customer. The Tethr support representative commences Tier 1 support activities for the customer based on the contents of the support ticket and escalates as appropriate.
Definition of Tethr Support Tiers
Tethr offers three tiers of customer support. The tiered structure allows for efficient handling of support tickets, escalation and resolution. The Support Tiers are described below.
- Tier 1 Support: Tier 1 is the first line of customer support, addressing most basic customer issues (e.g., general inquiries, non-technical questions, tool navigation assistance, basic procedural “how-to” questions).
- Tier 2 Support: Issues not resolved by Tier 1 support are escalated to Tier 2, which offers more in-depth technical support. Tier 2 customer support personnel are technicians who can assist with common mid-level technical questions as well as applying technical solutions to issues that have established resolution methods.
- Tier 3 Support: Tier 3 engineers offer the highest level of technical expertise to address the most complex technical problems. Tier 3 issues are handled by systems engineers and technical experts on staff.
Components of a Support TICKET Request
To open a customer support ticket, please provide all the necessary information requested in the ticket and as much additional detail as you have related to the issue or request. Having all relevant information allows the customer support representatives to better understand and troubleshoot the issue reported.
The following is required information:
- Customer organization name
- Customer contact name
- Customer phone number and email address
- How the issue was discovered
- A description of how the issue occurred (actions taken prior to the issue occurring)
- Frequency of issue occurrence
- Does the issue affect all users, some users, or only one user?
- What changes if any, have occurred in your technical environment recently that might impact the Tethr Platform or should be examined (Firewall changes, Server upgrades, etc.).
- Any other relevant information to assist in troubleshooting
There are two categories of tickets:
- “I have a question about Call Intake, Call Management, Tethr User Management, Agent Management or Filter Management”, or
- “I have a question about something else”
Select the category and please fill out the requested information, providing as much detail as possible.
A Ticket Status is assigned to each Support Ticket and is updated based on progress through resolution of the support ticket.
The following table describes the Ticket Status categories that are assigned:
Table 1 – Support Request Definition
|New||The request is acknowledged as received in our support system and is assigned internally to a support representative|
|Open||The support representative is actively pursuing a resolution of the support ticket.|
|Pending||The support representative is not actively working on the resolution of the support ticket because he/she has requested additional information from the submitter of the support ticket.|
|On-hold||A support ticket may be categorized On-Hold if it is awaiting a resolution from a 3rd party or bug fix.|
|Resolved||A case is resolved when:The issue has been resolved, orThe customer understands that the problem is not a result of a program defect, ORThe support representative has made 3 or more attempts to contact the customer and the customer has not responded.|
|Closed||7 days after a support ticket is moved to “solved” status the support ticket will be closed. This archives the support ticket. A customer may create a follow up using the same ticket number if the issue reoccurs.|
All research and communication related to a ticket is documented in the details of the ticket which can be viewed on the customer self-service web portal. Additionally, an email notification is sent anytime a ticket is updated. When a customer logs into the portal and adds a comment to the ticket, the system sends an email notification to the assigned support agent.
Tethr wants to ensure that customers are satisfied with resolution of all submitted support tickets. Tethr will confirm with the person submitting the support ticket that the matter has been resolved prior to closing the ticket. When a ticket is identified as “Solved”, the person who submitted the support ticket will receive an email notification.
Hours of Operation
Tethr Standard Service and Support is available between the hours of 7:00am – 7:00pm CST Monday through Friday, excluding company holidays. For Severity 1 issues, an on-call engineer will be paged. For customers who require service beyond Tethr Standard Service and Support a Premier Support Contract is available for an additional cost.
- Standard Support available during local business hours – (M-F 7:00am-7:00pm CST)
- Enhanced Support available 24x7x365 for Severity 1 issues (see below for definition of Severity 1)
Tethr provides knowledge base articles that can be used for self-learning and troubleshooting of basic product-related problems. Customer should consult this database before opening a ticket or requesting support. The knowledge base articles address common questions and procedures and consist of both articles and videos.
The resources within the knowledge base database can be accessed directly through:
All support tickets are initially assigned a severity level from 1 to 4 based on the impact to the business. The customer identifies the initial severity level when submitting a support ticket. Severity levels may be changed after initial contact and assessment of the issue, and the customer is notified. Response times are based on the Severity Level.
The following table defines the severity levels:
|1 – Urgent||An error has occurred that causes the Tethr Platform to not be useable. Business outage or significant customer impact due to production devices being severely impaired or stopped requiring immediate real-time attention.Full OutageLarge Number or ALL users affectedSeverely slow response times affecting productivityMany or significant number of files lost or unavailableSerious / Major loss of functionality or outage|
|2 – High||Customer’s use of Tethr’s systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted.Loss of functionality or degraded performanceLimited / restricted use of product or componentComponent continues to fail Intermittently down for short periods, but repetitive|
|3 – Normal||Product features are unavailable, but a workaround exists, and most software functions are still usable. Minor function/feature failure that the customer can circumvent or avoid. Customer experiences minor loss of operational functionality. Error message with workaround.Minimal performance degradationIncorrect product behavior with minor impactQuestions on product functionality or configuration during implementation|
|4 – Low||Issues or question that does not affect the software function. Includes “How do I” questions or enhancement requests. There is no impact to product usage or customer’s operations. General requests for advice on product usage:Clarification on product documentation / release notesProduct enhancement request|
Response and Resolution Targets
When A ticket has been opened and all necessary information provided, the Tethr support representatives will exert best efforts to comply with the Target response and resolution times.
Response and resolution targets vary based on the severity level. Response and resolution times for level are shown in the table below during Business Hours of Operation.
Target Response and Resolution
|Severity||Initial Response||Contact Method||Update Frequency||Target Resolution|
|Urgent||Within 1 hour||Email / Support Portal||Every 1 hour||Within 24 hours|
|High||Within 2 hours||Email / Support Portal||Every 4 hours||Within 48 hours|
|Normal||Within 4 hours||Email / Support Portal||Every 24 hours||Within 5 days|
|Low||Within 24 hours||Email / Support Portal||Every 48 hours||Within 10 days|
Response Time is defined as the amount of time between when the customer submits a support ticket and the response from the support representative during Business Hours of Operation.
Resolution Time is defined as the amount of time between when the customer first submits the support ticket and when the issue is solved or a work-around is provided. A work around solution provides a temporary fix when additional time is required to implement a permanent fix. If the problem reoccurs, a new support ticket must be submitted.
If a user does not agree with the Severity Level assigned to the problem, the ticket will be reviewed and escalated if agreed to.
SLA – Uptime Availability
Tethr will host all functional components related to the Hosted Platform and will make commercially reasonable efforts to keep the Hosted Service Operational 99.9% of the time excluding Scheduled Maintenance.
Tethr will notify Customer by email no less than forty-eight (48) hours before a Scheduled Down Time event. Tethr will notify the customer via email immediately prior to and after the Scheduled Down Time is performed, or if Scheduled Down Time is postponed or cancelled. Ongoing maintenance activities that require Scheduled Maintenance Time will include but are not limited to:
- Upgrade of servers and other systems to latest versions of software
- Update of grammars and language models to improve performance of core recognition and text to speech
- Security Patching