At Audienceware, we strive to provide prompt and effective support to resolve any issues you may encounter. However, there are times when our support team might not be able to identify or resolve a fault immediately. In such cases, we offer options for escalation to ensure that your issues are addressed comprehensively. This article explains the escalation process, what services are billable, and what services are included in your subscription.
Escalation Options
1. Senior Consultant Escalation:
- Advanced Troubleshooting: If the support team is unable to identify a fault, your issue can be escalated to our senior consultants. They possess advanced technical expertise and can perform in-depth analysis and troubleshooting.
- Strategic Review: Senior consultants can provide a strategic review of your system to identify potential underlying issues that may not be immediately apparent.
2. Premium Consultancy Services:
- Non-Fault Related Services: For non-fault related escalations, such as advanced configurations, system enhancements, or performance optimizations, we offer consultancy services. These services are provided by our senior consultants and are designed to address complex requirements beyond standard support.
- Project-Based Engagements: Major system upgrades or significant changes that require detailed planning and execution can be managed as projects. These engagements ensure thorough planning, clear communication, and minimal disruption to your operations.
Billing Information
Included in Subscription:
- Standard Support: Troubleshooting and resolution of common issues by the support team are included in your subscription plan. This covers a wide range of everyday technical problems and ensures that your systems run smoothly.
- Escalation to Senior Consultants: If the support team escalates your issue to senior consultants due to their inability to resolve it, the initial assessment and troubleshooting by senior consultants are covered under your subscription.
Billable Services:
- Extended Consultancy: If the issue requires extensive investigation, advanced troubleshooting, or non-fault related consultancy, these services will be billable. This includes time spent by senior consultants on complex problem-solving or strategic reviews.
- Project-Based Services: Any major upgrades, significant system changes, or bespoke development work will be billed on a Time & Materials (T&M) basis or at a fixed price, depending on the defined requirements and scope of the project.
- Non-Fault Related Requests: Any consultancy or service request that falls outside of fault resolution, such as system optimizations, custom configurations, or performance tuning, will also be billable.
Next Steps
Confirming Escalation and Billing:
- Client Confirmation: Before proceeding with billable services, we will provide you with a clear outline of the scope, estimated time, and costs involved. We require your confirmation to proceed, ensuring transparency and mutual agreement.
- Priority and Scheduling: We will confirm the priority level and scheduling for the escalation or consultancy services to ensure that your needs are addressed promptly and efficiently.
Conclusion
We are committed to providing exceptional support and ensuring that your systems operate efficiently. If our support team is unable to identify a fault, rest assured that we have a structured escalation process in place to resolve your issues. Understanding the distinction between included and billable services helps ensure clarity and transparency in our service delivery.
For further assistance or to discuss escalation options, please contact our support team. We are here to help you achieve the best possible outcomes for your digital platforms.