OpenMethods’ Customer Care
Welcome to OpenMethods’ Customer Care. Our team strives to help our clients realize the value of OpenMethods’ solutions in creating world-class customer and agent experiences for leading contact centers.
To submit a ticket, please login below or call 310-579-4800.
Product Feedback and Ideas
Let us know what you would like to see from OpenMethods that you’re not seeing today!
STANDARD SUPPORT
Our Standard Support is included with all licenses. For those clients looking for priority response and a customer support account manager, we offer Premium Support. To learn more about Premium Support, please email us at sales@openmethods.com.
What are OpenMethods’ support severity levels and associated SLAs?
Our support team triages client support issues into four severity categories:
-
- System Outage,
- Major Impairment,
- Minor Loss of Service,
- No Loss of Service.
For each severity level, our team has specific SLAs and communication protocol. The severity levels and SLAs apply to both Standard & Premium Support, though tickets for clients with Premium Support are prioritized for remediation work. OpenMethods upgrades and downgrades the severity level of incidents if a change in the disposition of the incident warrants an upgrade or downgrade.
Severity Level 1 – System Outage
A system outage is defined as production or other mission critical system(s) are down, work cannot reasonably continue, and no workaround is immediately available.
Examples of system outages include:
-
- 30% or more of agents cannot login to the media bar
- 30% or more of interaction flows or screen pops are not executing for all agents
- 30% or more of chats are not routing correctly
- 30% or more of emails are not routing correctly
Our SLAs for system outages are:
Response time: 30 minutes
Remediation work: 24/7 until resolved
Communication cadence: status update once every 60 minutes
Based and dependent on our clients’ business continuity plan, severity 1 tickets may be reevaluated and potentially regraded to a severity 2 ticket.
Severity Level 2 – Major Impairment
A major impairment is defined as a severe loss of service. Typically a short-term workaround or business continuity plan is in place so that operations can continue in a restricted fashion. The issue is occurring for a subset of the agent population, typically defined as less than 30% of agents or interactions.
Examples of system outages include:
-
- < 30% or more of agents cannot login to the media bar
- < 30% or more of interaction flows or screen pops are not executing for all agents
- < 30% of chats are not routing
- < 30% of emails are not routing
Our SLAs for system outages are:
Response time: 2 hours
Remediation work: 6am-4pm U.S. Eastern Standard Time
Communication cadence: when material updates or progress is made
Severity Level 3 – Minor Loss of Service
A minor loss of service is defined as an inconvenience that may require a workaround to restore functionality. Issue is typically occurring for one agent or does not affect core functionality.
Examples of system outages include:
-
- One-off agent issues
- Media bar display issue, yet readable and functional
Our SLAs for system outages are:
Response time: 6 hours
Remediation work: 6am-4pm U.S. Eastern Standard Time
Communication cadence: when material updates or progress is made
Severity Level 4 – No Loss of Service
No loss of service is defined as a minor error that does not impede operations, an enhancement request, a request for information or documentation.
Examples of system outages include:
-
- Enhancement request for PopFlow to parse a data element then persist it for later use in the interaction flow
- Enhancement request to support a new version of ACD
Our SLAs for system outages are:
Response time: 24 hours
Remediation work: 6am-4pm U.S. Eastern Standard Time
Communication cadence: when material updates or progress is made
What is the OpenMethods Status Page?
The OpenMethods Status Page provides an at-a-glance overview of planned and past maintenance, past or current incidents, and the current status of the OpenMethods platform.
Maintenance Updates
The status page will be updated with a maintenance status anytime the platform will be unavailable for a planned maintenance window, a maintenance window to correct an incident, or a planned code elevation.
We provide an update when the maintenance window is scheduled, when the maintenance window is in progress, and once maintenance has been completed.
Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.
We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.
How will I receive status updates?
Onboarding Introduction
When onboarded, you will be provided with the URL to the status page so that you can have visibility on incidents, maintenance and ultimately service availability.
Subscription to Notifications
You can subscribe to email updates and receive a notification whenever maintenance is scheduled, initiated, and completed, and also when an incident is reported and resolved. Subscribing is easy and only takes a few steps:
-
- Go to status.openmethods.com.
- Click Subscribe to updates.
- Enter your email address.
- Click Subscribe via email.
Whenever there is an update to the status page, you will receive an email with the status details.
If you’d rather not receive email updates, you can access status.openmethods.com and see a chronological list of maintenance and incidents, as well as any planned maintenance windows.
Types of Notifications
INCIDENT
If there is a service impacting event, communication will be posted to the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.
HOTFIX
If a hotfix needs to be applied that does not introduce downtime, the hotfix will be documented as a POSTMORTEM event on the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.
MAINTENANCE
If maintenance is scheduled – as the result of an incident or a standard code elevation – the maintenance window will be documented in the MAINTENANCE section of the OpenMethods status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.
How can I suggest product enhancements?
Many of our best features started as client suggestions and best practices. We welcome your feedback on how we can improve our products and services. Feel free to log a ticket and we will process the enhancement request with the OpenMethods’ product team.
PREMIUM SUPPORT
Everything included in our Standard Support as well as;
Ticket Prioritization
Premium Support includes all of our Standard support features while adding the ability to prioritize tickets above Standard Support customers within in same severity (severity 2-4).
Support Coverage
Our Premium package also provides 24/7 support for Severities 1, 2 and 3 (Standard 24/7 Support is Limited to Severity 1 issues only).
Assigned Account Resource
In addition to enhanced prioritization capabilities you will also have greater access to our OpenMethods CX experts. You will be assigned a dedicated Customer Success Manager, who will provide Monthly Business Reviews to assist you with your initiatives, review open tickets, and allow you to give feedback on product enhancements/roadmap.
Training
OpenMethods will also provide (as a part of Premium Support) access annually to implementation-specific training related to new versions and feature enhancements. As a Premium customer you receive access to a live training as well as all associated documentation.
This access will ensure that you and your customers are receiving maximum return on your investment through all of the benefits that come with the OpenMethods product(s).