• Whether your issues related to our Despatch Manager platform or an API integration
• A brief description of the issue and the impact the problem is having on your business
• If you operate from multiple sites, which sites are affected by the issue
iv. The service desk will provide you with a call reference number. To ensure quick and accurate
resolution, please retain this reference and quote it in all subsequent communications with the
helpdesk.
v. Based on the information you have supplied, the helpdesk will assign your query a priority level and
confirm this to you. The priority level will indicate the SLAs for resolution.
When a Technical Support query is raised, your query will be escalated to our IT provider to be actioned and
looked into.
11.3.4 Priority Levels
Technical support queries will be assigned a priority level when the call is raised. Our supplier will aim to provide
an initial response acknowledging the call and a resolution to the timings below:
Priority Level
Initial Response
Resolution Time
Description
Critical
A critical production issue that severely impacts use of the service, for example unable to print labels or access any part of the application The issue prevents business operations or ability to despatch on time, and no reasonable workaround exists Major functionality is unavailable or not working correctly Significant performance degradation is experienced, including label printing speed The situation is causing a high impact to customer operations whilst a reasonable workaround exists There is a partial, or non-critical loss of use of the Customer business may continue to function with a short-term workaround Inquiry regarding a routine technical issue Information requested on application capabilities, navigation, installation or configuration Bug impacting a small number of users. Acceptable workaround available service with a medium-to-low impact on customers.
<= 30mins
<= 2hrs
High
<= 30mins
<= 4hrs
Medium
<= 60mins
<= 24hrs
Low
<= 24hrs
<= 72hrs
11.3.5 Escalations
If you do not agree with the defined priority level, do not receive a resolution within the timescales above or wish
to raise a complaint regarding our support line – please escalate this to your Whistl Account Manager and
Customer Services Specialist.
If you are undergoing a Whistl Integration / Implementation, please escalate to your Whistl Implementation
Manager in the first instance.
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Whistl Tracked Services Customer Guide
v1.4.3
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