Case Management
Customer Support utilizes all the resources within our technical teams to resolve issues as quickly as possible. If an issue cannot be resolved by a regional support team, there is an escalation process for resolution by the global support team. All issues are logged into our case management database. Cases are monitored by our management team to assure compliance with our Service Levels Agreements.
This diagram describes the Technical Support Life Cycle for a customer issue. The life cycle begins and ends with communication between the analyst and you, our customers.
| Customer Contact |
Each case is assigned a unique identification number. This Case ID number is communicated to the customer. |
| Data Collection |
Gathering of accurate and complete information on configuration, application version, and steps to re-produce a problem will enable the analyst to more accurately diagnose your problem. |
| Criticality Impact |
Assessing the impact and criticality of the issue is important to prioritize your request. |
| Diagnosis |
Once all the information is available, the analyst investigates the problem and determines if a solution or workaround is available. |
Solution / Workaround |
Whenever possible, a solution or workaround will be provided. Analysts use the case management database, where all cases, solutions and defects are logged, as well as product application specialists to facilitate resolution.
|
Testing |
The solution or workaround is tested. |
Solution Delivery |
The analyst works with the customer to implement the solution. We make sure the workflow is understood and discuss any impact it might have on your data or system. |
Issue Closure |
The analyst confirms that the suggested workflow has resolved the problem. The case is then closed.
- If the issue is caused by a defect, Customer Support will report the defect and close the support case.
- Customer Support may close the case after three failed attempts to elicit a response from you, for a new or existing issue.
- Customer Support may reduce the priority of an existing issue to "low" if we do not get a response for over 24 hours to a request for further information.
|
Customer Contact |
After the case is closed, a satisfaction survey may be sent requesting feedback on the Support service provided on the case. Any survey response that indicates the user is not satisfied is attended to by support management. |
Landmark has more than 170 trained and certified professionals within the Customer Support organization that work as a global team to bring solutions to you in real time.
The following diagram describes our methodology for case management. This automated procedure includes steps for case registration, analysis, resolution and quality control. All cases are monitored by our management team to assure compliance with our Service Levels Agreements.
Escalation is the changing of ownership and accountability of an existing customer support request (Case ID) from the initial support analyst to another analyst. Cases are usually escalated when the issue is difficult and requires more expert knowledge to resolve the problem. Cases are escalated based on Case Priority using the following guidelines.
Case Priority Definitions:
| Medium |
Default priority, representing the majority of issues. |
| Low |
Minor issue. |
| High |
Issue is of a serious nature. Customer cannot make progress due to the severity of the issues. There is no known workaround. |
| Critical |
Issue is urgent with no known workaround. Highest case priority. |
Case Escalation Guidelines:
Customer Support analysts following these general guidelines for communication with customers while investigating an existing case. These guidelines are set in the context of our resolution Service Level agreements for Case Priority.
| |
Critical / High |
Medium |
Low |
Analyst investigates issue. |
Provides status update and sets expectations for next communication. |
1
hour
4
hours
24
hours
| | |
Case will be escalated if no progress is being made.
*This assumes the analyst has received all necessary information to investigate the case.
|
Provides status update and indicates case is being escalated.
Sets expectations for next communication.
|
8
hours
24
hours
48
hours
| | |
