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Service Levels
Teamie Support Structure & Service Level Agreement
Teamie has a multi-tier support structure and a user can choose to connect with us depending on the severity of the issue and entitlement to the relevant support channel as per Table 1 below.
| Support channel | Customer | |
| Help Center | | |
| Email/Web Helpdesk | | |
| Phone | | |
| Account Manager | | |
Table 1 - Entitlement to Teamie support channels
An email acknowledgement with a unique issue number is sent to the user within 30 minutes of the issue being reported, followed by email responses on resolution, depending on the criticality of the issue (Table 2). Users can also log into the online portal (support.theteamie.com) to view status of the reported issue.
| Service parameter | Customer | ||
| 1. Hours of coverage | Standard business hours (24x7 for Urgent and High)** | ||
| 2. Number of cases | Unlimited | ||
| 3. Response times | Initial response | Ongoing response | |
| Urgent | 1 Hour | 2 Hours or as agreed | |
| High | 2 Hour | 4 Hours or as agreed | |
| Normal | 6 Business hours | 1 Business day or as agreed | |
| Low | 1 Business day | 2 Business days or as agreed | |
| 4. Target resolution time | |||
| Urgent | 1 Business day | ||
| High | 1-2 Business days | ||
| Normal | 5-10 Business days | ||
| Low | 15-30 Business days | ||
Table 2 - Response and resolution time as per criticality of reported issue
*Standard business hours are between 9am to 6pm SGT Monday to Friday
**Account Manager is the single point of contact for reporting and escalation of urgent and high priority issues outside standard business hours
Severity Level Definitions
You can report an issue by clicking on the "Support" button at the bottom of your platform. Opening such a support case online can make it easier to share technical data, error messages, and system information with your Teamie Support representative. Following the online submission with a phone call can reduce response time as well as potential errors in the capture of information.
Teamie recommends that you follow any Urgent and High online support case submissions with a phone call to your local support center.
Teamie support services uses the following definitions to classify issues:
Urgent
A problem that severely impacts your use of the platform (such as loss of data or in which platform is not functioning). The situation halts your business operations and no procedural workaround exists.
High
A problem where the platform is functioning but your use is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
Normal
A problem that involves partial, non-critical loss of use of the platform. There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.
Low
A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. There is low-to-no impact on your business or the performance or functionality of your system.