Support/Support Guide

This page details the standard Edge Technologies support policies and procedures.


Page Contents

1. Definitions and Terms

The following terms are used in this document:

Term Definition
Correction Time Objective that Vendor should achieve for resolution of errors and distribution of the correction to Customer
Customer Recipient of support from Vendor
Customer Representative Member of Customer staff who submits a support request to Edge
Knowledge Base A repository of information gathered from previous support tickets, which the support team can use to help address future tickets of a similar nature
Product AppBoard and/or enPortal
Severity Level Designations assigned by Customer to tickets, to indicate the seriousness of the issue based on the impact that it has on the Customer's operation
Support Manager Lead member of the Vendor support team
Vendor Edge Technologies, Inc.


2. Overview

This section details the purpose and history of this document.


3. Purpose of Document

This document is provided to detail the coverages and procedures for Customer to request technical support from Vendor.


4. Hours and Contact Information

This section details the hours when technical support is available, as well as the procedures for requesting support.


4.1. Hours of Technical Support

Standard Support is available Monday through Friday from 9:00 AM – 5:00 PM U.S. ET (GMT-5).

During standard support hours, the Vendor Support Team will address all issues, with priority and escalation as detailed in Section II and Section III of this document.


4.2. Contacting Support

Customer Representative can contact Support to create a trouble ticket using any of the following:

Send an email to support@edge-technologies.com

Create a support ticket at https://www.edge-technologies.com/report-incident/

Call Edge Support toll-free at +1-888-771-EDGE (3343)

Note: When contacting or replying to Support via e-mail regarding an existing ticket, the ticket number should be included in the subject line of the e-mail.


4.3. Support Eligibility

Vendor requests that Customer provide a list of any members of Customer staff who will be submitting support requests.

To maximize the efficiency of the support process, Vendor encourages each staff member to receive product training before becoming a Customer Representative. Customer can provide product training internally to staff, or refer the staff to Vendor’s official training materials. Both live and self-service training classes are provided by Vendor for staff to learn about the Products.

Vendor will provide instructions for Customer Representatives to create an account in Vendor’s ticket management system.


5. Service Definitions

Technical Support includes the following definitions:

5.1. Severity Levels

  1. Severity 1 is a critical problem. The customer cannot use the Product or there is a critical impact on the customer's operation which requires an immediate solution.
  2. Severity 2 is a major problem. The customer can use the Product, but an important function is not available or the customer's operations are severely impacted.
  3. Severity 3 is a minor problem. The customer can use the Product with some functional restrictions but it does not have a severe or critical impact on the customer's operations.
  4. Severity 4 is a minor problem that is not significant to the customer's operations. The customer may be able to circumvent the problem.

Product enhancement requests are not included as part of the above severity levels.


5.2. Correction Time

  1. Severity 1 requires maximum effort support until an emergency fix or bypass is developed and available for shipment to Buyer. The objective will be to provide relief to the customer within twenty-four (24) hours and provide a more complete solution within seven (7) days.
  2. Severity 2 will be resolved within fourteen (14) calendar days.
  3. Severity 3 will be resolved within twenty-one (21) calendar days.
  4. Severity 4 will be resolved in the next software release and Vendor will notify Customer when release is available.


5.3. Maintenance Level Service

Maintenance Level Service means the tiers of service provided when a customer reports an issue in a trouble ticket.

  1. Level 1 is the service provided in response to the Customer’s initial report identifying an error.
  2. Level 2 is the service provided to reproduce and attempt to correct the error or to find that the Vendor cannot reproduce the error.
  3. Level 3 is the service provided to isolate the error at the component level of the code. Vendor distributes the error correction or workaround, or gives notice if no error correction or workaround is found.


5.4. Tracking and Escalation Process

Vendor's internal support logging and escalation process is as follows:

  1. Calls are answered by the Support Manager and converted into tickets. Support e-mail automatically generates a ticket and is distributed to the support team distribution list.
  2. All issues are assigned a Ticket Number and logged into ticket management system with the following information:
    1. Ticket Number
    2. Date/Time Received
    3. Company and Customer Representative Names
    4. Detailed Description of Issue
    5. Severity
    6. Screen Shots, Files, or Other Attachments
  3. The Support Manager and/or ticket management system provides the Ticket Number and acknowledgement confirmation e-mail to the customer.
  4. The assigned Support Staff investigates the issue and responds to Customer in a timely manner via phone call or e-mail (as appropriate) with the recommended solution.
  5. If the Support Staff cannot replicate the issue, the Support Manager will request a WebEx meeting with Customer so that Customer can demonstrate the issue to the Support Staff in the native environment.
  6. If the assigned Support Staff cannot resolve the issue, he will escalate the issue to the Support Manager, at which time additional resources will be assigned to the ticket. Additional tickets are created, as needed, for the Development Team to make fixes or enhancements to the product.
  7. Support Manager conducts a weekly review of all open support tickets, and escalates any unresolved issues to higher priority status. Customer can also contact the Support Manager at any time to request that a ticket be escalated to higher priority status.
  8. Support Manager follows up with Customer to confirm that the issue is resolved, and closes the ticket. Support Manager documents the resolution of the issue in the Knowledge Base. All correspondence with Customer is saved in the ticket management system for future reference.