This article describes the different levels of support and service level agreements available to customers.
Customer Care Center
The Customer Care Center is designed to provide you with CoreView knowledge resources, product updates, announcements, education, and support for any questions on CoreView products. The Customer Care Center is the best place to start to find the answer to any question you may have.
Customers can access the Help Center twenty-four hours a day at the following address: http://help.coreview.com
For any question, you don’t find an answer to, please open a Support Case. Once opened, you will receive a tracking number and a confirmation email. The Support team will deliver responses and resolutions within our standard SLAs unless you have purchased a support program that offers faster response and resolution times.
Hours of Support
Our support team is available 24 hours from Monday to Friday, excluding scheduled holidays.
Customers may also purchase extended Support Services (24/7 add-on).
Response Times
To help our customers receive the best response times, we ask you to provide an assessment of the Issue’s Severity (business impact) and Urgency (required time for response). Based on that information, the support team will automatically prioritize the Support Case. Customers are asked to review the Customer Care Center document titled “Overview of CoreView Incident and Problem Management”.
Service Level Targets and tools
CoreView will respond to you during normal business hours to Customer Support Cases based on Priority according to the service levels documented in the following table.
| SLA Commitments | ||||
|---|---|---|---|---|
| First Response Times | Bronze | Silver | Gold | Platinum |
| Critical | 3 hours | 1,5 hours | 1 hour | 0.5 hours |
| High | 6 hours | 3 hours | 2 hours | 1 hour |
| Medium | 14 hours | 7 hours | 4 hours | 3 hours |
| Low | 24 hours | 20 hours | 12 hours | 8 hours |
| Remote Consulting Coaching Sessions | Bronze | Silver | Gold | Platinum |
| Hours Included | 5 | 25 | 50 | 100 |
Here are the services included in the programs:
CoreView Online Customer Care
The CoreView Online Customer Care is our service for reporting and tracking issue requests with Customer Support. It includes the ability to enter new requests and track status changes and any updates regarding logged issues. CoreView recommends that at least two users from each CoreView customer be designated as the primary CoreView support members with our help desk. The best practices approach recommends the end users within the organization report issues through the Customer’s designated administrators to CoreView’s Customer Support. The Help Desk is accessed through the CoreView Community Portal.
CoreView Knowledge Center
The CoreView Knowledge Center is available at: https://help.coreview.com
The center provides the online CoreView User Manual, Product roadmap updates, release notes, FAQs, and CoreVoice (for requesting new product features). It also serves as the portal for accessing the other support resources.
It includes a library of information to support a best practices approach to using CoreView. It includes access to the CoreSuccess Methodology, CoreView User Guide, Onboarding Guidelines, Tips & Tricks, and webinars. This content is continually updated.
Chat Help Desk Support
The Chat Support option allows users to chat with a Customer Care representative and receive assistance quickly and easily. All requests logged in a chat session will also be accessible at the support center for review of progress.
Consulting Coaching Hours
Consulting Coaching hours allow you access to virtual consulting sessions in one-hour increments with one of our CoreView experts. These hours can be scheduled by contacting your CSM.
CoreView will determine reasonable adjustments to the Priority of any support case submitted by the customer. Any such adjustment will be documented within the Support Case and the customer notified.
The following activities will affect our ability to deliver according to our service levels:
- The improper use of the CoreView Platform;
- Issues arising from the actions of a third party;
- Issues impacting the CoreView Platform that are outside of CoreView’s control; or
- The use of the CoreView Platform otherwise than in accordance with the Platform’s documentation.