Working with the LiveOps Help Desk. 2© 2015 LiveOps, Inc. | Confidential Liveops Customer Support Center Overview Global Operations Management Team Support

Working with the LiveOps Help Desk

2© 2015 LiveOps, Inc. | Confidential

Liveops Customer Support Center Overview

Global 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: Priority and Target Response Times

Problem Resolution

Solution Delivery

Escalation Points

AGENDA

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Global Operations Management Team

© 2015 LiveOps, Inc. | Confidential

Chris Lozano SVP of Global

Operations

Tom Saey Director, White Glove

Jason Roager Sr. Manager,

Customer Support

Scott MacSwain Sr. Manager, NOC

L2/L3

Tom Ajayebi Director of System

Engineering

Herbert Shades Sr. Manager, Carrier

Relations

Jan Hertsens Sr. Director,

Security

Meg Pancoast Director Business

Controls and Continuity

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A Multi-Tiered System Support

© 2015 LiveOps, Inc. | Confidential

ENGINEERING

NOC

TIER-2

TIER-1

Cases can be quickly elevated tothe appropriate tier for the case priority.


New Support Model

1st Level •Help Desk Engineers (Tier 1) (24x5)•Network Operations Center (Weekends & Holidays)•Overall (24x7)

2nd Level •Escalation Engineers (Tier 2)•Network Operations Center•System Engineering

3rd Level •Product Management / Development•Teleservices/Carrier Relations•Professional Services / Account Management


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


• Help Desk is staffed Sunday 1 PM – Friday 5 PM PDT excluding LiveOps Holidays.

• LiveOps NOC is staffed 24x7x365 and provides front line support for P1 issues during Help Desk off hours.

• Customer Portal cases may be submitted 24x7x365– P1 cases alert the NOC at all times.

Help Desk Hours of Operations


• LiveOps Customer Portal: http://www.liveops.com/client-services/support.html– This is the preferred method for case submissions. Use the phone

numbers if you are unable to access the Customer Portal.

• US: +18007930549 UK: 0800 783 9406

• New Zealand +64 4 8318 707 / Australia +61 2 8015 5378

Contacting Support

http://www.liveops.com/client-services/support.html


• To provide names and contact information for Designated Contacts.

• To provide email 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 email distribution list per above.

• Keep the Help Desk 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.

Partner/Customer Responsibilities


• Submit each case individually

• To provide the Help Desk 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 Help Desk 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 [email protected]

• To have the case requester/problem originator, or a suitable backup, available at the contact number/email address given in the case notes. To inform the Help Desk of any significant partner and/or customer environment or system events which could affect problem resolution, e.g.

Case Submission

mailto:[email protected]


– Default case submission is via the LiveOps Customer web portal (http://www.liveops.com/client-services/support.html)

• Cases can be submitted 24x7 and are subject to standard response times• P1 cases will be handled by the NOC when Help Desk is not staffed• P2, P3, P4 cases will be responded to per RTO next business day

– Phone 0800 7839406• Support for P1 issues only

– Help Desk will accept requests for all questions, problems and issues• If the response to an inquiry falls outside the Help Desk area of

responsibility, it will be routed to the appropriate LiveOps organization for resolution.

Case Submission

http://www.liveops.com/client-services/support.html


LiveOps Support Portal


Case Priority

Priority 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.


Response Time Objectives

PriorityInitial 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 Immediate for receipt of call.

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 Immediate for receipt of call.

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


• The following escalation route is available to the partner and/or customer for issues with the support process or case handling.

• Help Desk Manager: If the partner and/or customer needs to address a problem or query regarding the support process they should contact Help Desk Manager Jason Roager [email protected]

• 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 Service Management: If the partner and/or customer feels it is appropriate to escalate further; the next contact should be with the VP of Service Management Chris Lozano [email protected]

Process Escalation Procedures




• Case Response– Customer Portal: The customer will be given a Case number, and a priority

within the Initial Response time

– Phone: The partner and/or customer will be given a Case number, and the problem priority will be discussed and assigned by LiveOps. If there is a dispute on the priority, the partner and/or customer priority 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.

Case Handling Process


• Resolution– 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/email 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

• ClosureThe case will be closed once:1. Help Desk and the partner and/or customer agree that the problem has indeed

been resolved, or2. An agreed closure period has passed, or after 5 business days

Case Resolution & Closure


• 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 Help Desk– 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 Help Desk– The case will be closed based as an enhancement request

Case Outcome


• 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

Resolution Delivery


• The following escalation route is available to the partner and/or customer for issues with the support process or case handling.

• Help Desk Manager: If the partner and/or customer needs to address a problem or query regarding the support process they should contact Help Desk Manager Jason Roager [email protected]

• 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 Service Management: If the partner and/or customer feels it is appropriate to escalate further; the next contact should be with the VP of Professional Services Chris Lozano [email protected]

Process Escalation Procedures



Thank You

Documents

Working with the LiveOps Help Desk. 2© 2015 LiveOps, Inc. | Confidential Liveops Customer Support Center Overview Global Operations Management Team Support