Support Policies

Interaction Versa Customer Support Summary

We, the team, at Interaction Versa pride ourselves with quick response times, to support request from our customers.

We deliver quality support and assistance to our customers, using the latest technology to speed tracking and resolution of issues.

Problem resolution and ticket management processes are well defined and include specific escalation procedures. Support is available during working hours from 8-5 EST and around the clock (24/7 x 365), for customers on our VIP service level agreement and dedicated website hosting.

Detail of Problem Resolution and Procedures

Helpdesk Ticket Management System

When customers initiate a support ticket with Interaction Versa, the following process takes place:

  1. Customers send an email to support@iversa.ca or can use our portal https://interactionversa.freshdesk.com to open a new support ticket. All customers are encouraged to use the portal for creating and managing existing tickets. You can also reach us by calling 289-803-3840
  2. Our helpdesk system automatically sends a response to acknowledging receipt of the email. This immediate message includes helpful links to troubleshooting as well.
  3. The ticket information is received in the technical support queue.
  4. The support team reviews the ticket and determines who the ticket needs to be assigned to, and set the priority for the ticket.
  5. Once the ticket has been assigned the person responsible is automatically notified via email of the ticket.
  • If the ticket is marked as priority URGENT (see below) the entire support team can be mobilized to address the ticket.
  1. A support engineer follows up with the customer via email or phone, depending on the situation and SLA (service level agreement), and works toward resolving the issue.

Our ticket management system includes full access so customers can create tickets online, track status of open tickets, review recently closed tickets, and locate troubleshooting steps to solutions.

 

Priority Level Definition

To assign resources appropriately with our support team, each open ticket is set with a priority. Higher priority tickets are worked on first. We address urgent problems as rapidly as possible.

Priority: Urgent

These represent the highest priority situations, such as websites and server outages, or where more than one user is not able to work or log in to supported systems by us. In general, urgent tickets cause more than one user to have technical problems working in or on a system supported by us.

As soon as a ticket is marked urgent, the Operations Manager is paged and the entire support team is mobilized to resolve the ticket. If a third-party developer or system is involved and our support team needs the assistance from an outside source, contact to the appropriate third-party source is made and we work with them to address the reported problem. Customers get hourly (or less) status on any open urgent ticket until the ticket is resolved.

Should the support team exceed an hour or less window timeframe before working on an urgent ticket, the Operation Manager is automatically paged and appropriate action is taken to get the issue resolved.

Customers on our VIP service level agreements will be supported around the clock (24/7 x 365). Urgent tickets must be reported to us by calling 289-803-3840. There is no guaranteed response time when urgent issues are reported via email.

Priority: High

These tickets represent problems with a single end user, software issue, or other problem with limited impact to the business. The support team responds to high priority tickets within 4 hours during normal working hours Monday to Friday and work on these tickets until they are resolved. When high priority tickets are submitted via email it should be noted if it is a high priority ticket in accordance with this support policy.

Priority: Medium

These tickets need action from our support team but are not impacting any users being able to do their work. These are support issues such as working on reports, website changes and data issues in systems that we support. The support team acknowledges these tickets within 24 hours during working hours and are generally solved within 48 hours. All new tickets via email are set to priority medium by default.

Priority: Low

Requests for information, billing issues, and documentation are assigned priority low. The support team responds to these tickets within 24 - 48 hours during normal working hours Monday to Friday and address them accordingly.

 

Proactive Monitoring

As part of ongoing customer support on the continual operation of our systems (cloud systems and website hosting), we continuously monitor the health of our infrastructure. Should any network/server fail to accept repeated status requests, then the equipment is identified as potentially at risk, and a support ticket is opened.

Specifically, we continually check the health of our network infrastructure and look for 1 to 5 or more failed status requests in sequence. Should this happen, an urgent ticket is immediately created to start on resolving the issue. It is very likely that the customer is not yet aware of a problem, making us the originator of the problem investigation and resolution.

Several factors could cause our network infrastructure to fail. These include network outages, network and server hardware, urgent unscheduled maintenance, and internet service provider outages (third party providers). Our network has comprehensive redundancy

On the servers and network hardware that is not hosted in our environment, we strongly recommend that all customers have a comprehensive backup plan in place. Redundancy at the customer sites adds to the resilience of systems failure, just as redundant network connections, VPNs and firewalls give a company additional ways to assure uninterrupted service.

 

Upgrades and Maintenance

We strive to improve our systems, infrastructure, and software on an ongoing basis. Regular maintenance is performed on our network and server infrastructure.

 

Service Level Agreements

We offer Essentials, Reserve, and VIP Service Level Agreements (SLAs). Please contact us for more details.