Laserfiche WebLink
<br />Confidential and Proprietary - Univerus Inc. Page 24 of 26 <br /> <br />Tickets identified as enhancements will be closed in accordance with our roadmap management process and migrated to <br />our product management tool. The Customer will retain visibility of the submitted product feature request via the self <br />service idea portal. <br /> <br />Customer Support Representatives <br />To provide the best levels of service the Customer will nominate one or more staff members as the support <br />representatives for the MAIS products. This may be split by business area, geographic location or other method <br />appropriate for the customer. The MAIS team and the Customer representatives will provide the primary point of contact <br />for both sides within the support relationship. <br /> <br /> <br />Communication <br />Our Customer Success team works hand in hand with your business designated support representative(s) to ensure a <br />seamless experience and speedy resolution of ticketed support items. Tickets may be submitted via email, phone or via our <br />online support management portal. <br /> <br />A support ticket must be created in order for the team to provide assistance. Should the customer representative be <br />unable to perform the ticket submission due to an outage at the Customer location our staff will create the ticket for you. <br />The use of our Customer Success system allows us to track the full lifecycle of your customer interaction with our team. It <br />helps us measure our activities so we can properly forecast our staffing requirements in addition to providing a health <br />indicator of the customer usage of the system. <br />To expedite the interaction with our Customer Success team and provide the best levels of service we advise the Customer <br />Representative to note the following: <br />• Your call should contain <br />o The nature of issue e.g. Report A is showing inaccurate data <br />o A detailed description of your inquiry or issue including all pertinent information <br />o Screenshots of the issue are highly recommended and greatly increase response accuracy and time <br /> <br />Tickets may be submitted via email to aid in the routing of tickets submitted to the Customer Representative and ease the <br />inclusion of screenshots. <br /> <br />Tickets are received into the Customer Success team queue and prioritized based on the SLA’s outlined in this document. <br /> <br />As the support representative assigned to your call investigates your issue, you will be notified of status updates, actions <br />and resolution plan via the support call system. If we require additional information, you will be contacted by the assigned <br />support representative to supply the information required. <br /> <br />All correspondence and actions associated with your call will be tracked against your call in our support database. At any <br />time, you may log onto our website to see the status of your call. <br /> <br />Once your issue has been resolved, the call will be set to “confirm resolution” status. You will then have time to evaluate <br />the resolution and provide feedback. Once you are satisfied that the issue has been addressed, you will then close the call.