Support Escalation Protocol and Severity Levels

Platform issues requiring attention from DirectScale should be reported directly to Customer Care following the protocols outlined in this guide.

Customer Care leverages Zendesk (a web-based, email and phone support-driven help desk) to offer your corporate team a focused, single point of contact for issue reporting and resolution. Customer Care is fully empowered to engage all our internal teams and drive resolution for issues.

Your Helpdesk

  • Web URL: Help Center
  • Zendesk Chat: The Help button, located in the bottom right corner of all DirectScale Admin pages and Help Center. This feature is offered to the Business and Premium tiers.
  • Customer Care Email: Email support is offered to the Business and Premium tiers.

Customer Care is available to help escalate issues of Severity Level 1 or 2.

For more information, see Escalating Issues, Triage and Fix, and Severity Levels.

Escalating Issues

To escalate a Severity Level 1 or 2 issue, create a ticket/chat/email with Customer Care detailing:

  • What the issue is
  • How to replicate the issue

All escalated issues should be reported via Zendesk (ticket, chat, or email) whenever possible to streamline and centralize communication, as well as to maintain compliance with SOC 2 and other regulations.

Triage and Fix for Severity Level 1 and 2 Escalations

  • Upon receiving an escalation notice, Customer Care will contact the client immediately and work to establish the severity level.
  • DirectScale will fix and communicate according to response commitment by severity level.

Severity Level Definitions and Responses

Severity Level 1 – Critical Impact

The service or network is not available; meaning, access to the front-end marketing sites and/or Web Office are not available by anyone attempting to visit them.

  • Front-end marketing sites are completely down
  • Web Office is completely down
  • Business-critical functions (enrollment, ordering, commissions) are completely down
  • Confidential associate (distributor or retail customer) data is exposed
  • Any Severity Level 2 issue during the end of the commission period
  • Any Severity Level 2 issue during the two weeks prior to or after the initial launch

Response: DirectScale will triage and work to fix issues deploying all necessary staff and resources, 24/7. Customer Care will keep clients informed of the fix’s progress at least once per hour, or as agreed upon with the client. When applicable, DirectScale will follow up with a Root Cause Analysis (RCA) the next business day.

Severity Level 2 – Severe Impact

An important function or service is experiencing intermittent interruptions or poor performance in one of the following areas:

  • Web Office login
  • Associate (distributor or retail customer) ordering
  • Enrollment
  • Commissions
  • Key reports

Response: DirectScale will triage and work to fix issues deploying all necessary staff and resources, 24/7. Customer Care will keep clients informed of the fix’s progress at least once per hour, or as agreed upon with the client. When applicable, DirectScale will follow up with a Root Cause Analysis (RCA) the next business day.

Severity Level 3 – Minor Impact

Isolated problem not affecting business performance.

Clients will open a ticket in Zendesk; DirectScale will respond promptly during normal business hours (Mon–Fri 8:00 AM – 5:00 PM MT) and will resolve the issue according to client prioritization (code repairs are usually deployed the next weekly scheduled rollout to production).

If needed DirectScale will roll back recent code to fix issues, or on rare occasions do a “hotfix” and roll new code immediately to fix issues.

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