ipSCAPE Support Services Guide
Overview
1. Introduction
ipSCAPE is 100% focused on ensuring your Cloud Contact Centre service contains everything you need from a technology and service point of view. The ipSCAPE Support Services Guide details the characteristics and processes related to your ipSCAPE support service.
Support in a nutshell
The support team is staffed with Level 1 team members along with technical and operational engineers
We always value customer feedback – whether positive or negative
Our priority is your satisfaction
What are the support operating hours?
Monday to Friday, 9am-6pm for standard requests
24/7 for Critical (P1) issues
What can you use support for?
Raising an incident or fault (unplanned interruption of the service or reduction in its quality)
Requesting guidance regarding product knowledge questions
Requesting a quote for professional services (custom reporting, additional training etc.)
How to contact support?
The best way to raise an issue or request is to use the ipSCAPE support portal. This will ensure your request to be processed through our internal support workflow.
The support portal is accessible through your workspace or through the following URL: https://ipscape.atlassian.net/servicedesk/customer/portal/5
Requests can also be raised via email to servicedesk@ipscape.com, however access to support portal is first required to be set up to enable this.
For escalations, the ipSCAPE team can be contacted on 1300 477 227.
How to receive your Service Desk credentials?
During the delivery stage of your ipSCAPE project, you have been provided with one or several helpdesk credentials. You can request additional credentials by raising a ticket. If you are experiencing issues with your login, contact us via the Support portal or on 1300 477 227.
To facilitate the interaction and resolution of your request, ipSCAPE recommends Helpdesk users to be trained as ipSCAPE workspace administrators.
2. Incident / Fault Categories
ITIL defines an incident as “a single unplanned interruption to an IT Service or reduction in the quality of an IT service”
Incident prioritisation typically drives the timeframe associated with the handling of the incident and the time to resolution. In particular this will impact the Service Level Agreements (SLAs) that are associated with the incident.
Customers will need to be clear on how they define the different levels of impact, urgency and the response/restoration timeframes associated with the resulting priorities. This will be used to define SLAs and ensures consistency across the process.
Fault categories and service levels are defined as follows:
Incident Category (Priority) | Description/Impact | Service Level |
|---|---|---|
Blocker (P1) | Priority 1 (P1) refers to the highest level of urgency and importance for ipSCAPE. Issues or incidents categorised as P1 typically indicate critical situations that require immediate attention and resolution to minimize severe impact on business operations. These are often characterized by complete ipSCAPE application or voice outage, or critical system failures that hinder essential business processes or financial impact for the business |
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Critical (P2) | Priority 2 (P2) represents a lower level of urgency and impact compared to P1. While still important, P2 issues are considered to have a lesser immediate impact on business operations. These issues require prompt attention and resolution but are typically not as time-sensitive as P1 incidents . These are often characterised as ipSCAPE performance degradation, application errors or glitches or impacting limited users |
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Minor (P3) | Low-priority incidents that do not interrupt users or the business and can be worked around. Services to users and customers can be maintained. |
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Service Levels apply to incidents/faults only. Following any severe or long running incident, ipSCAPE will aim to publish a Post Incident Report (PIR) within ten (10) working days.
3. Service Maintenance
ipSCAPE is constantly improving its technology and service. From time-to-time ipSCAPE will plan upgrades and maintenance actions.
Below are the lead times for update and change notifications:
Maintenance Type | Notification Lead Time |
|---|---|
Maintenance – no downtime | 24-48 hours |
Maintenance – with downtime | 5 business days |
Emergency Change – no downtime | No notification |
Emergency Change – with downtime | 24 hours |
4. Escalations
The escalation points for incidents are:
Escalation Points | Notification Lead Time |
|---|---|
1st Escalation | Service Delivery Manager |
2nd Escalation | Account Manager |
3rd Escalation | Head of Operations |
5. Notifications and Communication
Service Status Notifications
Service Status Notifications are notifications that are sent when a change to the status of a service provided by ipSCAPE occurs.
In general, this will be a notification to affected parties that a service is impacted in some manner (e.g., it is unavailable or not performing as intended) or, post incident, that full operation of the service has been restored.
These notifications are either communicated as part of status page updates or via the individual service desk tickets with the respective customer.
The ipSCAPE Status Page can be accessed and subscribed to here: https://status.ipscape.com.au/
Planned Work Notifications
Planned work notifications are notifications of planned work that will be carried out on the ipSCAPE infrastructure or on ipSCAPE’s suppliers’ infrastructure.
Planned work notifications are an optional service. Please subscribe to http://status.ipscape.com.au to receive the notifications via email and/or SMS.
Emergency Downtime Notifications
Emergency downtime may occasionally be necessary to carry out emergency maintenance on the ipSCAPE infrastructure or on ipSCAPEs suppliers’ infrastructure to maintain appropriate levels of service quality. Notifications for such downtime will be sent in advance to all recipients of Service Status Notifications. ipSCAPE will always endeavour to minimise the impact of any downtime on customers and, where possible, perform it outside of normal business hours.
Incident Reports
If a serious incident, which affects multiple clients, occurs (e.g. a telco outage, platform outage) ipSCAPE will issue an Incident Report that explains what happened, attempts to identify the root cause, and explains actions we are taking to try and ensure such an incident doesn’t occur again.
We aim to do this within five working days of the incident, though sometimes the investigation takes longer. These Incident Reports are sent via the respective tickets on the Service Desk portal and or directly via the Account Manager.
Self-Service & Feedback
In today’s digital world, self-service is an essential channel. We’ve created an easy-to-use knowledge management tool called the “Knowledge Hub” – http://v8-knowledgehub.ipscape.com/
The Knowledge Hub is the best single source of information about ipSCAPE
Videos tutorials and FAQs are available, if you don’t want to call us, you can just go online. Experience proves that the best product innovation always comes from customers
Customer feedback on our service and our product is reviewed regularly
You can send us your thoughts, ideas, and suggestions via your Account Manager or via the Service Desk portal
We understand that your contact centre is business critical. That’s why accountability and quick action are so important.
6. Professional Services & Assisted Support
ipSCAPE recognises that from time to time you may need additional Support or advanced assistance with making changes to your ipSCAPE product workspace. For this reason, we can offer assisted services to your organisation in the form of professional services.
Professional Services can encompass configuration and systems implementation services of data and list management. We can even provide business analysis to ensure that you are making the best use of your software.
To raise a Professional Services request via the portal, see: https://ipscape.atlassian.net/servicedesk/customer/portal/5/group/18/create/62