OpenMethods’ Customer Care
Welcome to OpenMethods’ Customer Care. Our team strives to help our clients realize the value of OpenMethods’ solutions in creating world-class customer and agent experiences for leading contact centers.
To submit a ticket, please login below or call 310-579-4800.
Product Feedback and Ideas
Let us know what you would like to see from OpenMethods that you’re not seeing today!
STANDARD SUPPORT
Our Standard Support is included with all licenses. For those clients looking for priority response and a customer support account manager, we offer Premium Support. To learn more about Premium Support, please email us at sales@openmethods.com.
What are OpenMethods’ support severity levels and associated SLAs?
Our support team triages client support issues into four severity categories:
- System Outage,
- Major Impairment,
- Minor Loss of Service,
- No Loss of Service.
For each severity level, our team has specific SLAs and communication protocols. The severity levels and SLAs apply to Standard & Premium Support, though tickets for clients with Premium Support are prioritized for remediation work. OpenMethods upgrades and downgrades the severity level of incidents if a change in the disposition of the incident warrants an upgrade or downgrade.
SEV 1
A system outage is defined as the production or other mission-critical system(s) being down, work cannot reasonably continue, and no workaround is immediately available.
Examples of system outages include:
- 30% or more of agents cannot log in
- 30% or more of interaction flows are not executing for all agents
Our SLAs for system outages are:
- Response time: 30 minutes
- Remediation work: 24/7 until resolved
- Communication cadence: status update once every 60 minutes
- Depending on our client’s business continuity plan, severity 1 tickets may be reevaluated and potentially regraded to a severity 2 ticket.
SEV 2
A major impairment is a severe loss of service. Typically, a short-term workaround or business continuity plan is in place so that operations can continue in a restricted fashion. The issue occurs for a subset of the agent population, typically defined as less than 30% of agents or interactions.
Examples of system outages include:
- < 30% or more of agents cannot log in
- < 30% or more of interaction flows are not executing for all agents
Our SLAs for system outages are:
- Response time: 2 hours
- Remediation work: 6 AM – 4 PM U.S. Eastern Standard Time
- Communication cadence: when material updates or progress is made
SEV 3
A minor loss of service is an inconvenience that may require a workaround to restore functionality. It typically affects one agent and does not affect core functionality.
Examples of system outages include:
- One-off agent issues
- UI or other display issue, yet readable and functional
Our SLAs for system outages are:
- Response time: 6 hours
- Remediation work: 6 AM – 4 PM U.S. Eastern Standard Time
- Communication cadence: when material updates or progress is made
SEV 4
No loss of service is defined as a minor error that does not impede operations, an enhancement request, or a request for information or documentation.
Examples of system outages include:
- Enhancement request for PopFlow to parse a data element and then persist it for later use in the interaction flow
- Enhancement request to support a new version of integrated API or system
Our SLAs for system outages are:
- Response time: 24 hours
- Remediation work: 6 AM – 4 PM U.S. Eastern Standard Time
- Communication cadence: when material updates or progress is made
What is the OpenMethods Status Page?
The OpenMethods Status Page provides an at-a-glance overview of planned and past maintenance, past or current incidents, and the current status of the OpenMethods platform.
Maintenance Updates
The status page will be updated with a maintenance status anytime the platform is unavailable for a planned maintenance window, a maintenance window to correct an incident, or a planned code elevation.
We provide an update when the maintenance window is scheduled, when the maintenance window is in progress, and when maintenance has been completed.
Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.
We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.
How will I receive status updates?
Onboarding Introduction
When onboarded, you will be provided with the URL to the status page so that you can monitor incidents, maintenance, and, ultimately, service availability.
Subscription to Notifications
You can subscribe to email updates and receive a notification whenever maintenance is scheduled, initiated, and completed, as well as when an incident is reported and resolved. Subscribing is easy and only takes a few steps:
-
- Go to status.openmethods.com.
- Click Subscribe to updates.
- Enter your email address.
- Click Subscribe via email.
You will receive an email with the status details whenever there is an update to the status page.
If you’d rather not receive email updates, you can access status.openmethods.com and see a chronological list of maintenance and incidents and any planned maintenance windows.
Types of Notifications
INCIDENT
If a service-impacting event occurs, communication will be posted to the status page. Subscribed users will be notified, and non-subscribed users will be able to see current and historical events visually.
HOTFIX
If a hotfix that does not introduce downtime needs to be applied, it will be documented as a POSTMORTEM event on the status page. Subscribed users will be notified, and non-subscribed users will be able to visually see current and historical events.
MAINTENANCE
If maintenance is scheduled – as the result of an incident or a standard code elevation – the maintenance window will be documented in the MAINTENANCE section of the OpenMethods status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.
How can I suggest product enhancements?
Many of our best features started as client suggestions and best practices. We welcome your feedback on how we can improve our products and services. Feel free to log a ticket and we will process the enhancement request with the OpenMethods’ product team.
PREMIUM SUPPORT
Everything included in our Standard Support as well as;
Ticket Prioritization
Support Coverage
Assigned Account Resource
Training
OpenMethods will also provide (as a part of Premium Support) annual access to implementation-specific training related to new versions and feature enhancements. As a Premium customer, you receive access to live training and all associated documentation.
This access will ensure that you and your customers are receiving the maximum return on your investment through all of the benefits that come with the OpenMethods product(s).