Customer & Business Owner Support
Tier 1 Support – Associates & Customers Engage Client’s CSRs
Your corporate support team is empowered to provide tier 1 support to your associates and customers, handling business-related questions and admin-level support requests; the Data & Commissions and the Distributor Portal Admin allow your corporate team to handle billing questions, account changes, commission issues, content changes, platform configuration issues, etc. directly.
Tier 2 Support – Client CSRs Engage DirectScale AM
Platform issues requiring attention from the DirectScale team should be reported to the DirectScale Client Support team following the protocols outlined below.
Corporate Support: Reporting & Escalating Issues
The Client Support Team leverages Asana, a web-based and email-driven helpdesk, to give your corporate team a focused, single point of contact for issue reporting and resolution; they are empowered fully to engage all our internal teams and drive resolution of issues.
Web URL: https://app.asana.com
Submit via email: provided by Account Manager
Your Account Manager is available to help escalate issues of Severity Level 1 or 2. For more information, see Escalating Issues, Triage & Fix, and Severity Levels later in this topic.
To escalate an issue of Severity Level 1 or 2, call or text contacts in the following order. If no response is received within 5 minutes, escalate to next contact.
1. Your Account Manager
2. Amy Denter, Director of Professional Services
3. Ryan Bovermann, CTO
Escalated issues should also be reported via Asana to streamline and centralize communication, as well as to maintain compliance with SOC and other regulations.
Triage & Fix
- Upon receiving an escalation notice, DirectScale’s first responder will contact client immediately to get details (including steps to reproduce) and establish the severity level.
- DirectScale’s first responder will communicate details and urgency internally as follows:Severity Level 1 & 2 – Engage on-call developer; inform AM, Director of Professional Services, Director of Development, CTO, and CRO.Severity Level 3 – Document the issue; submit it to support ticketing system.
For Severity Level 1 & 2
- On-call Developer will triage and engage other personnel as needed to respond according to Severity Level commitments:Database issue – Engage DirectScale DevOps teamSoftware issue – Engage additional developers or architectsHardware issue – Engage 3rd party provider
- DirectScale will fix & communicate according to response commitment by severity level.
Severity Level 1 – Critical Impact
The service or network is not available; meaning, access to the front-end marketing sites and/or Distributor Portal (back office) are not available by anyone attempting to visit them.
- Front-end Marketing Sites completely down
- Distributor Portal completely down
- Business-critical functions (enrollment, ordering, commissions) 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 2 weeks prior to or after initial launch
Response: DirectScale will triage & fix immediately, 24 hours a day with all necessary staff and resources. AM will keep client informed of progress towards fix at least once per hour, or as agreed upon with client. When applicable, DirectScale will follow up with a Root Cause Analysis (RCA) the next business day.
Severity Level 2 – Severe Impact
Important function or service is experiencing intermittent interruptions or poor performance in one of the following areas:
- Distributor Portal login
- Associate (distributor or retail customer) ordering
- Key reports
Response: DirectScale will triage immediate and fix the same day, 24 hours a day. AM will keep client informed of progress towards fix every 4 hours, or as agreed upon with client.
Severity Level 3 – Minor Impact
Isolated problem not affecting business performance. Client will open a ticket in Asana; DirectScale will respond promptly during normal business hours and will resolve the issue according to client prioritization; usually on the next scheduled roll-out to production.