CommEngine sCRM & Customer Growth Solution | Support & Service Structure
Definition:
Services must mean the services to be provided by the CommEngine to its SaaS customer business, admins, agents and management.
System must mean the CommEngine social CRM, Profiling, Retargeting, Analytics system or its cloud infrastructure.
Problem must mean the situation where existing functions or services of the CommEngine
provided equipment and systems are affected or interrupted. And the “problems” are classified as
critical/emergency, major and minor.
Trouble Ticket (TT) must mean a problem or defect in the system impacting service reported by CommEngine
to the Service Provider/Vendor.
Service Level Agreement must mean the level of services mentioned in this agreement.
Remedy means the solution provided to return to the previous service state.
Restoration means, the action(s) required to prevent the reoccurrence of a problem followed by root
cause analysis(RCA) of the problem and application of the solution.
Site means the location(s) where the System ( here CommEngine online & remote access )
Response time means the time taken by the Service Provider/Vendor to respond to the CommEngine after a ticket is opened by phone, e-mail or messenger/ web-based tool.
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