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HOSTING PLANS: Virtual Hosting Virtual Private Hosting Dedicated Hosting |
Before
submitting any support ticket please read through all FAQ's and
utilize our extensive online tutorials as you may well find an immediate
answer to your questions within these. Cool Piranha has defined the following 5 severity levels: Severity 1: Catastrophic: Overall customer network or system is inoperable resulting in total or major loss of functionality to the customers system. The impact on the business is high. Severity 2: Critical: Substantial part of the customers system has failed resulting in severe limitations on the use. There is a clear impact on the customers business. Severity 3: Significant: A network or system component is down or performing badly. There is a marginal impact to the customers business. Severity 4: Minor: Overall the network or system is performing and operating. A particular feature or function may not be performing to its full specification. There is no impact on the customer's business operation, but it needs to be “fixed”. Severity 5: Enhancement: The network or system is performing to its published specification, however the precise functionality is not as useful as it could or was expected to be. These problems have to be resolved by code enhancements or software patches. Note, as part of the server maintenance package, Cool Piranha will update all managed servers with new software releases / patches and will install where appropriate. However should you need say an SSL installed etc. then this is what needs to be used within this support definition. Please note, Cool Piranha is not your programmer, and is not responsible for upgrading the applications on your server, only those that form part of the operating system itself. When submitting a support ticket please email support at coolpiranha-hosting.com and in the subject of the email, use one of the above severity levels as the first word quoted, followed by a brief resume of the ticket request. Please ONLY make 1 request per ticket so that we can allocate resources effectively Cool
Piranha will use the assigned severity level to prioritise and allocate
resources internally. Please note, this process runs in addition
to any service level agreement that may otherwise have been agreed.
In addition to allocating a severity level, a priority level is
also assigned which determines the calls overall priority within
Cool Piranha's customer service teams. Support Ticketing System Summary: Cool Piranha's support operation like the rest of the business has been built and developed from day 1 with the aim of providing a complete end-to-end support service. The growth of new technologies and products over the past few years has made this even more relevant. As Cool Piranha grows we recognise our support services need to grow too and we are investing heavily in the architecture and staff required to sustain the high levels of personal service our clients demand. Whilst
we strive to be available 24.7.365, this is practically “impossible”
for any business or individual, but as a team we strive to provide
this cover. All support is on a best endeavours basis, prioritised
to critical events with turnaround times reflecting the importance
of the task. Whilst nothing can be “immediate” we shall
strive to provide a response and resolution as quickly as possible
to all our clients. However we do ask that our clients adhere to
a set of rules of support engagement to allow us to effectively
respond as quickly as possible. All
(and without exception) customer problems MUST be reported initially
through Cool Piranha's Support Ticketing System. The priority with
which the problem is handled is determined by the assigned “severity”
of the particular problem that is being reported. The “severity”
of each reported problem is originally assigned by the customer
and is directly dependent on the impact that the problem is having
on the customers' actual business operation. On receipt of the ticket,
Cool Piranha's customer support personnel assess the severity level
and act accordingly. Severity levels on reported problems will not
be downgraded without the approval of the individual customer. However,
we request, for the sake of all Cool Piranha's clients that customers
respect the ticketing process and severity gradings to Cool Piranha
to provide a fast and fair turnaround to all customer requests. |
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