|1st tier||Initial call handling, provide general information for any inquiry, troubleshooting of reported fault and low level support||Customer|
|2nd tier||Forwarded to Relevant Department (where applicable) which has the expertise to handle and resolve all support calls including face to face support and technical knowledge and support||Customer|
|3rd tier||Minor, Medium and Critical errors or faults in the Software itself or in the Product hardware which cannot be resolved by 2nd tier support||Woo.Media||3rd tier support will not converse with Customer’s end users directly, only with Customer|
|Error type||Description||RESPONSE TIME|
(in Business Days*)
|TARGET CORRECTION TIME |
|Causing a whole|
|2 working hours||5 Business Days for a fix or a workaround|
degradation of the system operation.
|3||15 Business Days for a fix or a workaround|
|Minor problem that could persist indefinitely without service impact.||10||Prioritize for a fix or a workaround, subject to Woo.Media discretion|
* “Business Day” shall mean a day, or days, on which customer services are provided by the majority of the major commercial banks in Israel (for the avoidance of doubt, on a regular weekly basis Sunday-Thursday).
Woo.Media will make reasonable commercial efforts to release a version with a fix or a workaround for the above errors within the time frames stated above. Woo.Media shall not provide Support in the event of Customer’s breach of the provisions of Section 2.1.11 and Section 18.104.22.168 to the agreement. Such fixes or workarounds shall be subject to the full cooperation of Customer, the ability to replicate the error/problem and the provision of any data requested by Woo.Media.
In cases where a customer applies for a system/service modification which is not the result of a bug or an error report, the support representative will collect all relevant information and will pass it on to the assigned project-manager who will handle the change request according to project’s life cycle procedures. The process will be executed on the requested scale, starting with commercial issues (pre-sales/sales) through specifications, development and deployment. All managed by the project manager, assisted by the relevant personnel.
- Trouble-ticket report to Woo.Media customer support
- Customer identification
- Information collection
- Severity assessment
- Error replication
- Trouble-ticket documentation
- Error-handling & troubleshooting (based on severity & SLA):
- FAQ/usage instructions
- Configuration/coding Work-around
- Version/code-branch fix
- Status review with customer
- Workaround delivery
- Fix delivery
- Trouble-ticket closing