Obtaining Premium Out of Hours Technical Support for Severity 1 Issues

From 01 Dec 2007, customers will be able to request out of hours support for severity 1 (major impact/system down) through the web site providing they have specifically requested this service to be available.

Please read this handbook for full details about TriSys technical support including out of hours support.

When the Can Raise Premium (Out of Hours) Support System flag is set against your record in TriSys CRM, you will be permitted to raise Severity 1 issues and request an immediate response based upon the periods defined in the handbook.

Raising a Severity 1 Issue

To raise a severity 1 issue at any time, log into the TriSys Support system as normal.

When you create a new support issue outside the normal working hours and within the out of hours support period, two new flags will be available:

The Severity 1 Issue check box is where an immediate response can be requested to a major problem which occurs outside the normal working day (or weekends and bank holidays).

The Terms and Conditions link details the contract by which the services of TriSys are engaged in these circumstances. Users must also tick the Accept Terms and Conditions check box to confirm that they understand the additional charges associated with requesting out of hours support.

After logging the issue, the confirmation message details that this is logged as a severity 1 issue:

An automated e-mail message will be sent to you confirming the support request. This will be CC’d to the relevant ‘out of hours’ technical managers:

The contact details will be available in this e-mail so it is in your interest to make sure that you have edited your account details on-line to ensure that you can be contacted:

An SMS text message will also be sent directly to the same technical managers at TriSys.

Following the logging of a severity 1 issue, you will be contacted on an appropriate telephone number in order to facilitate a diagnosis of the problem.