The table below outlines the support model in use for Customers that are not explicitly contracted otherwise. This information is being provided to illustrate how DySi support is continually improving over time in terms of timezone coverage, but also in capabilities, deliverables, value drivers, and differentiation.
Detail
Current Delivery
End of Q2FY19 Goal
End of FY19 Goal
No. of Days support is provided in a week?
Mon-Fri (8x5)
Mon-Fri (12x5)
Mon-Fri (16x5)
Working Hrs supported in a day?
8 hrs
12 hrs
16 hrs
Timezone support team located?
US-Central, US-West
US-East, US-Central, US-West
EMEA, US-East, US-Central, US-West
Is weekend support offered?
No
No
On-call being evaluated*
Is phone support available?
No
No
Phone call-back being evaluated*
Support Channels
Online Support Center
Online Support Center
Online Support Center
Number of Support Contacts
Not regulated beyond requester attribution
Unlimited Managers, Limited Members
Support Level specific, no fewer than 2 named manager contacts
Unassisted Support Delivery Model
Knowledge Center w/ Role-Specific Guides, Release Notes
Knowledge Centered Service
KCS and evaluating in-app widget/article suggestions and Community driven feedback and discussions*
Assisted Support Delivery Model
3 Tiers: (Customer Support - delivered by CSM overlay, Technical Support, Product Support)
3 Tiers: (Customer Support - delivered by CSM overlay, TechnicalSupport, Product Support)
3 Tiers: (Customer Support, Technical Support, Product Support)
Initial Response Time
1 business day
1 business day
Support Level specific, no later than 1 business day
Update Frequency Time
None
3 business days for tickets, 7 business days for escalations
Support Level specific, no later than 3 business days for tickets and 7 business days for escalations
Resolution Time
None
Target 1 calendar week max for tickets, 6 calendar weeks max for escalations
Target 1 calendar week max for tickets, 6 calendar weeks max for escalations
*Subject to Change