CT Cloud Contact Center - Support Documentation And Escalation

Source: https://telaxforcsp.atlassian.net/wi...pport+Document

Contacting Telax

Phone: 888-808-3529 (Option 3)

Email: support@telax.com

Telax Partner Support Document

Created by Former user

Last updated Jan 30, 2019 by Taras Kapanaiko

Telax Channel Partner Support 
Telax maintains a service desk with clear incident management processes to deliver application support. A single contact point is established via requests sent to the service desk through any of the contact methods provided below. 
Once an incident is reported via email, web chat, or a phone call, Telax will create an incident record and provide a case number for tracking the issue until resolution. The customer reporting the problem will serve as the main contact for the issue updates unless otherwise indicated in the ticket.

Telax Hosted Call Center SUPPORT 24/7/365
Direct: 647.277.1000 (option 1)
Main: 888.80.TELAX
Other: 416.207.9936
support@telax.com

Targeted Support Response Times
Core business hours - 8:00am-8:00pm Eastern Standard Time
After hours support - 8:00pm-8:00am Eastern Standard Time

*Emergency issues reported via email after-hours may not get priority attention. Please use the Telax support phone number to ensure after-hours emergency issues are addressed appropriately.

Incident Reporting Call Flow

Channel Customer support issue > Telax Channel Partner > Telax Support

1. (Tier 1) Customer calls Telax Channel Partner support group to report an incident.

2. Telax Channel Partner determines nature of the issue and collects customer information

3. (Tier 2) Telax Channel Partner initiates a call to Telax support if the issue cannot be solved at Tier 1

4. Telax provides Telax Channel Partner with a Ticket number.

5. Telax Support investigates the incident and provides Telax Channel Partner updates until resolution of the problem.

Telax Partner program customers are responsible for Tier 1 support of their customers. Telax Partners must first collect the following basic information before initiating a Tier 2 call/email into Telax.

A detailed description of the issue should include the following:

• Telax Channel Partner call back number or email address

• Telax Channel Partner Customer Name

For any voice related calling issues:

• Caller ANI (the number calling into the IVR via a toll-free or local number)

• Agent's number or termination numbe

• Issues experienced – (Software error, access issue, etc...)

• Call date and time

After Hours Support Response Classification
After hours support will respond to and resolve issues according to the following priority matrix:
Telax high availability services - response within 30 minutes Classified as:

1. IVR functionality

2. ACD functionality

3. Agent call answer and call completion functionality

4. Private line SIP trunking

Telax normal availability services -response within one business day 
Classified as:

1. Agent Administration functionality

2. Reporting functionality

3. Call recording functionality

Core Customer Information Requirements for New Tickets
Without the minimum information required below, a ticket cannot be opened.

• Customer name

• Customer call back number

• Issue description

• Examples of the problem

• Error codes

To ensure an efficient resolution, please provide as much information as possible. Depending on the issue category, a detailed description of an issue should include the following:

Category: Audio Related Issues

Note:

End customer audio issues must be thoroughly investigated first by the CSP. See our Audio Responsibilities page for more information. The following is a list of network segments often contributing to audio issues.

• Inbound carrier/Service Provider network (The network that provides DID and Toll-free services)

• Outbound carrier/Service Provider network (The network delivering calls to Agents phones)

• Agent premise network and PBX if applicable

• Complex call forwarding or rerouting at the customer premise or CSP switching network

Example: Caller or Agent is experiencing audio trouble such as delay, one-way audio or poor quality
If you would like to escalate to Telax, please provide the following:

• A PCAP with evidence that Telax is introducing delay or packet loss

• Caller's number (the phone number of the person calling the toll-free or local number that connects to your IVR)

• Agent's number (the 10 digit number of the phone the agent receives calls on) OR if outbound, the Termination number (the phone number the agent is trying to reach)

• Issues experienced (static, fast busy, carrier message, other)

• Call date and time

Category: Voice related calling issues (calls not terminating or dropping mid-call)

Example issue 1: An agent attempts an outbound call. It fails with an error message.
Example issue 2: A call from the queue attempts to reach an agent, but the phone doesn't ring, and there is an error message.
Example issue 3: An agent attempts to transfer a call. It fails and there is an error message. 
Please provide the following:

• Caller's number (the phone number of the person calling the toll-free or local number that connects to your IVR)

• Agent's number (the 10 digit number of the phone the agent receives calls on) OR if outbound, the Termination number (the phone number the agent is trying to reach)

• Issues experienced (static, fast busy, carrier message, other)

• Call date and time

Category: Application Issues

Example issue 1: A live monitoring session will not start.
Example issue 2: Questions regarding prompts recorded for production IVR.
Please provide the following:

• Screen capture of error

• Brief description including the error message

Category: Reporting or recording issues

Example issue: An error message appears when attempting to pull a report or recording from the Telax Admin Portal. Please provide the following:

• Name of the report

• Issue description

Category: System changes

Example issue: Changes to IVR flow, prompts, holiday/SWAT messages, etc…
Please provide the following:

• Requested change description: i.e. please add the holiday recordings to our IVR

Mean Time to Restore Service (MTTR)
Service definitions and uptime objectives for Telax services are defined as follows: 
Telax High Availability Services (uptime target - 99.99%)

1. IVR functionality

2. ACD functionality

3. Agent call answer and call completion functionality

4. Private line SIP trunking

Telax Normal Availability Services (uptime target - 99.90%)

1. Agent Administration functionality

2. Reporting functionality

3. Call recording functionality

4. Administration Portal functionality

Carrier Services Functionality (Local and toll-free numbers providing access to the Telax System)

Uptime objectives exclude scheduled maintenance periods.

Notification Procedure
Notifications on any upcoming or current Telax events will be announced on the home page of your mycontactcenter.net administration portal. 
https://<YOUR ACCOUNT ID>.mycontactcenter.net 
Optionally, you can visit our status page below to see the health of our various services. Active incidents displayed at the top of the page inform you of any issues occurring with our system immediately as they occur. Receive further system updates via email, SMS, and RSS easily by clicking the Subscribe to Updates button.
http://status.mycontactcenter.net
Scheduled maintenance windows are planned well in advance of their occurrence. They will also be displayed directly on our status page. If you subscribe to our system updates you will receive these scheduled maintenance reminders via email/SMS ahead of time.

Release Management Policy
Telax is focused on continually improving our services and infrastructure for our clients and partners around the world. Our team releases updates regularly and seamlessly, creating a predictable and dependable method of improvement and growth. This document outlines our transparent change management methodology and provides a high-level overview of our maintenance and update schedules.

Overview Service updates include the addition of new features, enhancements to existing features, and bug fixes. Telax will typically deploy service updates with a minimum of 5 business days' notice.
Infrastructure updates include device operating system upgrades, changes, system patches, and hardware maintenance activities. Telax attempts to announce these updates at least 5 business days in advance, but in case of emergency maintenance notice may be provided same day.

Service Updates Service Updates that affect more than one client, either a Service Providers client base, or the Telax client base, can range from minor tweaks to significant changes. All Service Updates are announced with documentation at least 5 days in advance.
Advanced copies of the CCA will be made available on the announcement date along with release notes.

Infrastructure Updates To ensure optimal service performance, Telax performs periodic maintenance. In most cases, maintenance will have no negative impact on the availability and functionality of service. In cases that require service disruption, all efforts will be made to minimize the impact by minimizing the duration of the disruption and selecting a time with minimal traffic.
Emergency Updates will be announced and communicated as appropriate to Service Providers and clients. Telax will attempt to give as much notice as possible, but no minimum is guaranteed to ensure maintenance is performed in a timely manner when service uptime is at stake.

Emergency maintenance
Telax may perform emergency unscheduled maintenance at any time. If this maintenance is expected to negatively affect the availability or functionality of service, advanced notice will be provided via the 'Current Network Status' window on the home page of the Administrator Portal In addition, an email notification to channel key contacts who have subscribed to our notification service. 

Telax Service Level Expectations

Service Scope

The following Services are covered by the up-time objectives:

ACD/IVR functionality
Telax CCA
Telax Admin Portal
Telax managed 800 numbers
Telax side PSTN access

Exclusions / Limitations

The following Services are not covered by the up-time objectives:

Telephones, Desktops & other Customer Provided Equipment

Internet access

LAN/MAN/WAN

Client managed 800 numbers

Client side PSTN access

Roles and Responsibilities

Client Responsibilities

1. Adherence to any related policies, processes, and procedures provided by Telax;

2. Advanced scheduling of all service related requests and other special services with Telax;

3. Payment for all service-related set-up and/or configuration costs in the agreed upon time frame;

4. Reasonable availability of Client representative(s) when resolving a service related incident or request.

5. Sufficient information to provide adequate support as referenced above.

TELAX Responsibilities

1. Meeting service level targets for listed services;

2. Training required staff on appropriate service support tools;

3. Appropriate advanced notification for all scheduled maintenance and;

4. Facilitation of all service support activities involving incident, problem, change, release, and configuration management.

Escalation Process

Should Telax not resolve an incident within the time frames listed above or execute a standard Service requests within prescribed time, the following escalation process should be followed.

Note:

1^st level support is considered initial support channels as provided in the Telax Customer Support documentation (support@telax.com).

RCAs

Root Cause Analyses will be provided in the event of an incident that disrupts High Availability Services as defined in this document. Telax will strive to provide this documentation as quickly as possible, but due to potential requirements for 3^rd party RCAs, Telax is unable to commit to a specific time period; however, best efforts will be preformed to provide RCAs within 5 business days of the incident.

Telax Emergency Communication Procedure 
In the event of an outage of any kind, Telax related or Telax partner related, Telax staff has been trained to follow a procedure that is audited each quarter. That procedure is summarized here:

1. Telax staff determines the severity level of the incident, including what and who is affected and to what degree.

2. Once the severity level is agreed upon, an internal communication is sent. E.g. Support will alert Telax’s development team or NOC depending on the type of issue.

3. With appropriate staff aware and investigating the issue at hand, communication is sent externally to Telax clients via portal updates, status page updates and email. Proactive communication is expected to happen within 10 minutes of discovery of the issue. (Inbound calls, emails, and chats may also used to communicate with Telax clients.) Email support@telax.com to ensure your contact information is up to date.

4. Updates are provided as they become available via, email and portal updates.

5. Once a solution is in place, communication will be sent to clients via subscribed email, text, or by visiting our portals.