Helpdesk Process
This process outlines the service level and issue escalation policy for QEval Enterprise customers. QEval is committed to provide 24 x 7 x 365 support to its customers through their preferred channel of communication. Our Enterprise technical support representatives are available at all times through chat, email, support form and voice support.
In addition, each Enterprise client is assigned a dedicated Account Manager for providing any support needed, including additional service requirements, customizable solutions and issue resolutions, that is not resolved through our support system.
All QEval related issues are tracked within our ticketing system and are assigned with a priority level (please refer to the Ticket Priority Status matrix) until resolved.
Table of Contents
Support Channels
The following table provides a brief description of various support channels through which a customer can report any issues related to QEval.
Communication Process
We strive to provide our customers a 99.99% uptime, however, to ensure our customers are provided with the latest security and feature updates, the QEval team performs regular maintenance and new releases from time to time. During these events, QEval team will send regular updates throughout the maintenance, upgrades or issue management process.
1. Downtime Notifications
QEval clients will be provided with a complete interruption report within the hour, of an internal confirmation, that a service interruption has occurred. The notification will be sent to the Emergency distribution list provided by the client. (Note: Emails will be sent to the emergency contact list for the clients that have been affected. We recommend establishing a single global email address for your organization)
If a QEval representative does not contact you in regards to a suspected service interruption, please contact QEval Technical Support with as much detail as possible. If you are unable to connect with the QEval team through phone support, we encourage you to contact us via the Chat or Email channels or contact our technical support team via the QEval admin console.
If you are unable to reach the QEval Technical Support team in cases of suspected service interruption, please contact your Enterprise Account Manager, who will be kept updated on the situation.
| Support Channel | Access Information |
|---|---|
| Chat Support | Our Chat technical support representatives are available to assist customers 24x7x365 through QEval Portal. This can be accessed through our website QEvalPro. Please click on the Live Chat option at the bottom right of the web page. |
| Email Support | Technical Support can be reached via email at support@qevalpro.com |
| Phone Support | QEval Technical Support can be reached at any time via below phone number: Primary number: 936 559 2206 |
| Website | User can access a support form by clicking on the Contact Us link in the QEval website. User have to fill out the support form at https://www.qevalpro.com/support to generate support ticket. |
| Product Support | Users can generate a support ticket at the product console also. Users should click on the support link given at the top section of the product console. Users can fill out the support form and generate a ticket. This link will be visible only after logging into the particular product account. |
| Knowledgebase | The QEval knowledgebase provides technical support documentation for all our products and services. It can also be accessed through the Help link in the QEvalPro admin console or by visiting https://help.qevalpro.com/ |
2. Uptime Notification
An uptime notification will be sent to the Emergency distribution list once QEval services are restored. The QEval technical support team will ensure that an update on the issue is sent every 24 business hours until a root cause analysis, impact, and resolution steps are completed.
3. Periodic Updates
QEval technical support will ensure that an update is sent out to the Emergency Contact distribution list on an hourly basis during times when QEval services are unavailable.
4. Scheduled Maintenance
The QEval team performs regular maintenance on the servers to ensure that we have the required resources to provide the best service to our customers. All scheduled maintenance communications will be sent to each customer’s emergency distribution list.
The QEval team provides at least 24 hours’ notice to the customer in the event when maintenance is needed to ensure service deliverables are met. For operational reasons, a shorter period of notice may occasionally be necessary.
5. Emergency Maintenance
On rare occasions, the QEval team may perform emergency maintenance. During these times, we will strive to provide as much advance notice as possible. We will also ensure that such maintenance occurs during times that cause minimal business impact to customers.
6. Emergency Distribution List
During all QEval implementations, your dedicated Account Manager will maintain a list of Emergency Contacts for communicating service-related information, including but not limited to scheduled maintenance, product upgrades, uptime/downtime notifications, and newsletters. It is the QEval customer’s responsibility to provide any updates to the Emergency Contacts by notifying our QEval Technical support team of any and all changes. We strongly recommend providing one single global email address that includes all the required stakeholders for your account.
Technical Issue Ticketing Process
All technical issues either reported by the QEval team or informed by a customer are entered into the QEval Helpdesk ticketing system. The QEval technical team assigns a priority level to each of these tickets and addresses the tickets based on their priority level. The QEval technical team reserves the right to change the priority level due to technical or business reasons. Below is the priority level matrix for all QEval tickets.
| Priority | Priority Scenario | Response Time | Update frequency | Resolution Time |
|---|---|---|---|---|
| Urgent | Total outage causing a business outage requiring immediate real-time attention
Key Points:
|
1 hour | Every 1 hour | Within 24 hours |
| High | Limited functionality or periodic instability affecting QEval platform, requiring immediate attention.
Key Points:
|
2 hour | Every 4 hour | Within 48 hours |
| Medium | Minor feature failures with workarounds available, allowing most software functions to remain usable.
Key Points:
|
4 hour | Every 24 hour | Within 5 days |
| Low | Non-impacting issues or General inquiries regarding systems, operations or enhancement requests.
Key Points:
|
24 hour | Every 48 hour | Within 10 days |
DEFINITIONS
Response Time refers to the duration between the customer’s submission of a support ticket and the support representative’s reply, measured during the designated business hours
Resolution Time refers to the period from the customer’s initial submission of a support ticket to the point when the issue is resolved or a temporary solution is provided. A workaround offers a short-term fix when more time is needed for a permanent solution. If the issue arises again, a new support ticket must be submitted.
Issue Escalation Process
Following is our escalation matrix, which shows the escalation hierarchy starting from QEval support team. Client can escalate the issue as per the hierarchy shown below.
Technical Issue Standard Operating Procedures (SOPs)
Following is the standard operating process of issue resolution:
| Step | Description |
|---|---|
| 1 | After the ticket is generated and acknowledged, the QEval technical team assigns a priority level to each of these tickets and addresses the tickets based on their priority level. Priority levels are shown above. |
| 2 | The first-tier team (support team) handles the ticket if possible but if the issue cannot be resolved, then the team must immediately communicate to the Sr. Developers or Leads to resolve the issue. |
| 3 | Senior developers or Leads have to provide a solution and fix the issue while also proactively finding ways to avoid any future occurrences. As soon as problems are communicated to the team, they need to resolve the issues and communicate both internally and with the client to monitor the performance, ensuring the issue is resolved. |
| 4 | The QA team verifies the resolution is done by the technical team and approves or rejects it, accordingly. If the QA team doesn’t approve, then the issue will be resent to the development team. If the QA team approves, it will be sent to the client for approval. |
| 5 | After the client’s approval, a ticket is resolved, providing an explanation of what caused the issue and how it was fixed. |
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