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1.A CoreView Support Service Levels

I. Customer Care Center

CoreView provides to customers an online Customer Care Center by the customer for purposes of providing Tier 1 Support Services.  Customers can access the help Center twenty-four hours a day at the following address: http://support.coreview.com.


The Customer Care Center is designed to provide you with CoreView knowledge resources, product updates and support for any issues with the CoreView products.  The Customer Care Center is the best place to start with any question you may have. For any issue you don’t find an answer to, please open a Support Case and you will receive a tracking number and a confirmation email.  The Support team will deliver responses and resolutions within our standard SLAs unless you have purchased a support program which offers faster response and resolution times.


II. Support Services

CoreView support provides various resources to help support your use of CoreView including product guides, release notes, announcements, education and other valuable information. The Customer Care Center is monitored during normal business hours by an experienced and knowledgeable team who will work with you to provide a satisfactory resolution of a reported problem or provide a suitable workaround that is acceptable to you.


III.  Hours of Support

The online Customer Care Center is available 24/7, except during the hours of scheduled maintenance.  


Our Support team is available during normal business hours:


Weekdays: 3:00 AM to 9:00 PM EDT, excluding scheduled holidays.  


Customer may also purchase extended Support Services.



IV.  Response Times

To help our customers receive the best response times, we ask you to provide an assessment of the Issue’s Severity (business impact) and Urgency (required time for response).  Based on the information, the support team will automatically prioritize the Support Case. Customers are asked to review the Customer Care Center document titled “Overview of CoreView Incident and Problem Management”.


V.  Service Level Targets and tools

CoreView will respond to during normal business hours to Customer Support Cases based on Priority according to the service-levels documented in the following table.


 

  1. CoreView Online Customer Care

    The CoreView Online Customer Care is our service for reporting and tracking issue requests with Customer Support. It includes the ability to enter new requests and track status changes and any updates regarding logged issues. CoreView recommends that at least two users from each CoreView customer be designated as the primary CoreView support members with our help desk. Best practices approach recommends the end users within the organization report issues through the Customer’s designated administrators to CoreView’s Customer Support. The Help Desk is accessed through the CoreView Community Portal.

  2. CoreView Knowledge Center

    The CoreView Knowledge Center is available at. https://support.coreview.com/en/support/solutions
    The center provides the online CoreView User Manual, Product roadmap updates, release notes, FAQs, and UserVoice (for requesting new product features). It also serves as the portal for accessing the other support resources.

  3. Learning Center

    The Learning Center is an online knowledge base, which includes a robust library of information to support a best practices approach to using CoreView. It includes access to the CoreSuccess Methodology, CoreView User Guide, Onboarding Guidelines, Tips & Tricks, and webinars. This content is continually updated.
      
  4. Chat Help Desk Support

    The Chat Support option allows users to chat with a Customer Care representative and receive assistance quickly and easily. All requests logged in a chat session will also be accessible the support center for review of progress.

  5. Consulting Coaching Hours

    Consulting Coaching hours allow you access to virtual consulting sessions in one-hour increments with one of our CoreView experts. These hours can be scheduled by contacting Customer Support.

  6. Dedicated Support Representative (Only for Platinum Support Program

    A dedicated support representative will be assigned with the Platinum Support Package only.  A dedicated CoreView Customer Care Representative will be assigned to the Customer to manage all logged issues.  This plan includes bi-weekly status calls with the Customer Administrator Team and the designated representative to ensure that requests are prioritized and managed to a reasonable resolution.



CoreView will determine reasonable adjustments to the Priority of any support case submitted by customer. Any such adjustment will be documented within the Support Case and the customer notified. 

The following activities will affect our ability to deliver according to our service levels:


    The improper use of the CoreView Platform;

    Issues arising from the actions of a third-party;

    Issues impacting the CoreView Platform that are outside of CoreView’s control; or

    The use of the CoreView Platform otherwise than in accordance with the Platform’s documentation.



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Published: 12/26/2018

Updated: 12/23/2020

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