Riverbend Software Solutions, LLC (RBSS) 14360 James Road
Rogers, MN 55374
2.1.1 CONTACTING CUSTOMER SERVICE
Customer Service may be contacted by telephone, email, fax, or through the RBSS web site. The telephone numbers, URL and mailbox information are listed in 2.1, “Customer Service Support Center Information”.
When a customer needs immediate assistance to solve a problem, a telephone call to the Support Center will enable the customer to quickly contact a customer support
representative. During normal business hours (8:00 AM to 5:00 PM Central Time), the customer will reach the Call Center at RBSS. Usually, a customer support representative will be available to obtain information about the problem and to provide immediate support. If a representative is not immediately available, the customer will be given the option to either leave a detailed voice message, or to hold for the next available
If a customer wants assistance but does not wish to use the telephone, the customer may use email to submit a service request. Emails are distributed to several of the support center staff, and will always receive a reply within 4 business hours. Often, a customer service representative will respond to an email service request within 1 hour.
For lower priority issues, the customer may fax the service request to RBSS. Faxed service requests will be collected by Customer Service three times each business day, and will be responded to within approximately four business hours of receipt by RBSS. 2.2 Customer Service Call Handling Procedures
2.2.1 Call Handling Overview
Customer Service is the primary point of contact between Customers and the Software and Technical resources of RBSS Inc. Customers should contact Customer Service when they need assistance solving TC Reliance or video network issues. Customers may submit Service Requests via several means, including telephone, email, fax, and web site entry. The requests may be submitted during normal hours, or outside of normal business hours. In all cases, incoming requests for service, including off-hours requests, should be received by Customer Service personnel and responded to in some fashion within four business hours of receipt by RBSS. Customer Service personnel will assist the customer in problem resolution. If Customer Service personnel are unable to resolve a hardware or software issue, then the service request will be escalated to Software Verification, Technical Support, or to the Customer Service Manager for resolution. Customer Service personnel will assign priorities to incoming Service Requests, and will track calls on an ongoing basis in accordance with their priority level. Customer Service will work closely with the customer during the escalation process, and will keep the customer updated on the status of any unresolved Service Request on an ongoing basis. When a Service Request has been resolved, the Request will be closed and, for certain types and priorities
of calls, a follow-up call will be placed by Customer Service to the customer to confirm problem resolution.
2.2.2 Incoming Service Request Call Routing Incoming requests for service will be routed as follows:
220.127.116.11 Telephone Service Request Call Routing
Direct Customer Service local and 800 numbers will be used to receive Service Requests. In addition, the Company’s Automated Attendant system will list Customer Service as a Department option for customers who use RBSS’ main number. Customer Service Representatives will receive incoming calls, gather appropriate information, and enter the Service Requests.
18.104.22.168 Email Service Request Call Routing
Incoming emails for Customer Service will be routed to a central Customer Service email box. Emails will appear on a common screen in the Customer Service area. During normal business hours, Customer Service personnel will receive the email request within two hours of receipt in the email box and proceed to Gathering Service Request
22.214.171.124 Fax Service Request Call Routing
Customer Service Representatives will check the fax machine for incoming service requests at least three times each day. The fax will be checked at the start of the business day, at midday, and at ½ hour prior to the end of the business day. When a Customer Service Representative receives a fax Service Request, the CSR will proceed to
Gathering Service Request Information
126.96.36.199 Off-hours Service Request Call Routing
Off-hours Service Requests received via telephone and email are automatically routed to on-call Support Technicians. Off-hours Service Requests received via fax are not processed until the start of the next business day.
188.8.131.52.1 Off-hours Pager and Telephone Call Handling Procedures
When an after-hours Service Request is received from a customer by telephone, the customer will be directed to leave a message in the Customer Service voicemail box that includes:
1. The customer’s name
2. The customer’s telephone number
4. The customer’s expectation for call-back response (e.g. immediate, next business day, etc.)
When the message is complete, the call center dispatch system will contact an on-call customer support representative.
The customer support representative will call back the customer at the number listed as soon as possible after receiving the page, and will always respond within four hours of the call being placed by the customer. The Customer Support Technician will attempt to support the Service Request immediately while working with the customer on the telephone. Escalation of off-hours Service Requests will be directed by pager to on-call software or engineering personnel. Customer service personnel will follow normal information gathering procedures, and have all required information ready prior to escalation. Normal call tracking schedules will be used, including customer status update schedules. Notification timelines for Major and Critical status Service Requests will be sent to the Customer Service Manager and the Operations VP only, using pagers or cell phones to notify them as required.
184.108.40.206.2 Off-hours Email and Fax Call Handling Procedures
When email Service Requests are sent to the Customer Service email address outside of normal business hours, the Support Technician will wait until the start of the next business day to respond to the Service Request if any of the following apply:
1. The Service Request is of a low priority.
2. The customer has a Level 1 support agreement (24-hour coverage not included).
3. The customer has a Level 2 support agreement, but indicates that the Service Request is minor and that next-business-day response is acceptable.
2.2.3 Gathering Service Request Information
When a customer submits a Service Request, Customer service personnel must gather information to verify the customer’s identity, organization, and type of software contract agreement. Information must be collected to enable Customer Service to contact the customer via phone or email. Additionally, detailed information on the problem or issue must be collected to enable Support Technicians to research and respond to the Service Request.
220.127.116.11 Information Required for Call Entry
The following information must be collected for each Service Request: 1. Customer name
2. Company/Organization name
3. Customer telephone number, including extension 4. Customer email address
5. Description of problem encountered
a. Version of TC Reliance software being used b. Specific failure encountered
c. If screen-specific failure, the exact screen name and option name or number that is being used when the failure occurs
d. Has this specific task or option worked in the past?
e. Solid or intermittent nature of problem – if intermittent, then how often and under what circumstances does the problem seem to occur?
f. Has the customer made any recent changes to the system? (e.g., upgrades or additional programs or hardware options installed on the PC being used, new sites added to the network, new cabling installed, etc.)
g. If this appears to be a hardware problem on a specific device, obtain the manufacturer, model number, and serial number of the device.
h. If this appears to be a software problem, obtain the following information: I. For all TC Reliance Issues:
1. Build or Version number of TC Reliance Software Components
2. PC or Server Operating System Version, including Service Pack and Upgrade information
3. Does the customer have Permissions to perform the failing task?
II. For Web Product Issues:
1. Web Browser product, including Release and Service Pack numbers.
III. For Admin Product Issues:
1. Admin Build/Version number.
2.2.4 Entering the Service Request
Service Requests will be entered into the service/help desk database as quickly as possible after receipt. For incoming telephone requests, the Service Request will be entered into the database immediately, while the customer is on the phone, whenever possible. Incoming fax and email Service Requests will be entered into the database no later than 4 business hours after the requests are received by Customer Service. Each business morning, Customer Service will check fax and email Service Request sources. The goal of Customer Service will be to enter those incoming Service Requests within one hour of the start of the business day.
2.2.5 Selecting and Assigning a Service Request Priority
Three Priority Status levels will be used to determine the priority of support for Service Requests. The statuses are Minor, Major, and Critical. The Priority of the Service Request should be determined by the Customer Service Representative and entered into the service/help desk database at the time of call entry, and before assigning or escalating the Service Request.
18.104.22.168 Priority Status Descriptions 22.214.171.124.1 Minor Priority Status
Priority “Minor” denotes a problem with one or more of the following attributes: 1. Overall functionality of the video network is not compromised. 2. A workaround exists that minimizes the impact of the problem.
3. The customer views the impact of this problem to be of minor importance. 4. An immediate fix is not required.
126.96.36.199.2 Major Priority Status
Priority “Major” denotes a problem with one or more of the following attributes: 1. The video network is still largely functional.
2. The problem may significantly impact the speed of some or all network segments or functions.
3. There may be no workaround to the problem. 4. The problem must be fixed.
188.8.131.52.3 Critical Priority Status
Priority “Critical” denotes a problem with one or more of the following attributes: 1. The video network is completely or significantly dysfunctional.
2. The problem may severely limit the speed of some or all network segments or functions.
3. There is no workaround to the problem.
4. The problem must be fixed, and requires immediate attention.
184.108.40.206 Assigning Priority Status to a Service Request
When a Service Request is taken and entered into the Service/help desk database, a Priority level should be assigned to that Service Request in the database by the Customer Service technician.
220.127.116.11 Changing a Service Request’s Priority Status
During the support process, a call’s priority status may change. Many events could cause the priority of a Service Request to change. Some examples of those events are:
1. A workaround may be developed to reduce a Service Request’s priority until a permanent solution is found.
2. A problem may change its impact on a system over time, either increasing or decreasing its impact on a network.
3. A deeper understanding of the problem may cause the supporting technician to raise or lower a call’s priority status.
4. The Customer Service Manager may increase the Priority status of selected Service Requests based on customer needs.
When a Service Request’s Priority status changes, the new priority status will be entered into the service/help desk tracking software by the Customer Service Technician. The Customer Service Technician should immediately perform notifications as required by
2.2.6 Notification Procedures for “Major” and “Critical” Priority Service Requests
Email notifications of Major and Critical priority Service Requests will be sent after the call has been entered into the service/help desk database. If the assigned Support Technician is immediately available, then first assign the service request to the Support Technician and then send email notifications as soon as possible after the Service Request has been given to the Support Technician and the customer receiving support. If a Support Technician is not immediately available, then send notifications as soon as the Service Request has been entered, while waiting for a Support Technician to begin supporting the customer. See Table 1, below, for information on required notifications.
TABLE 1. NOTIFICATIONS REQUIRED WHEN A SERVICE REQUEST IS ENTERED Priority of Service Request Notify Customer Service Mgr Notify Sales Territory Representative Notify VP of Sales Timeframe for Notification after Call
Minor -- -- -- --
Major Yes -- -- within 2 hours
Critical Yes Yes Yes within 1 hour
18.104.22.168 Notification Procedures for “Major” Priority Service Requests
Notifications will be provided by email. Use the same email format that is used for escalation to software and technical support. The following individuals should be notified when Major priority service requests are received:
Customer Service Manager
Email notifications for receipt of Major priority Service Requests should be sent within 1 hour of entry of the Service Request by Customer Service.
22.214.171.124 Notification Procedures for “Critical” Priority Service Requests
Notifications to the Sales Territory Manager and Sales VP will be provided by email. Use the same email format that is used for escalation to software and technical support. If possible, notify the Customer Service Manager directly. Use email notifications for the Customer Service Manager only if the CSM is not immediately available. The following individuals should be notified when Critical priority service requests are received:
Customer Service Manager President