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Understand how issue escalation works

Usage: This workflow is to be used by Tenfold Customer/Partner/Partner Customer teams to share with both direct and secondary customer teams for issue escalations. UPDATED: 2022-04-04

A Customer, Partner, or Partner Customer has an Issue/Outage

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Customer (non-partner), Partner, or Partner Customer identifies an issue is internal or as an issue with Tenfold using one of the following resources:

• Tenfold Status Page: https://status.tenfold.com (Outage/Performance Alerts)

• Tenfold Resources: Knowledgebase at docs.tenfold.com

• Tenfold Determining Issue Cause: Tenfold-Partner-Support-Determining-Issue-Cause

OEM Partner offerings: please use your internal troubleshooting workflow to resolve

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Tenfold Customer, Partner, or Partner Customer MUST collect/provide the following:

  • Account Name and/or Organization ID (obtained in Tenfold dashboard Company Settings)

  • Specify which Customer Region(s) is/are impacted (NEW)

  • Include the user impact: 1-2 users, a small subset of users, or all users (REQUIRED)

  • Description of the issue, providing examples and steps to replicate (REQUIRED)

  • Include/attach error messages (including screenshots)

  • If possible, create a video recording of the issue and share this with us or request that we have a screen share session to capture the issue (NEW)

  • a) Date, b) Time, c) External Phone Number, and d) User’s Extension associated with the call when the issue occurred

IMPORTANT NOTE: Our tier 1 team will assess your issue and diagnose if they can resolve it, and if not, it will be transitioned to our Advanced Troubleshooting team. These usually take 12-24 hours for our team to diagnose and further troubleshoot once ALL of the above information (and possibly some preliminary validation questions) are answered.

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Tenfold Customer, Partner, or Partner Customer contacts Tenfold Support (Tier 2/3) via:

Highly Recommended --> 1) support.tenfold.com (Submit a support request Ticket)

2) Call +1512-770-9100 (direct to Tenfold Support)

In the case of a confirmed Outage, please have your

Phone/CRM Administrator contact Tenfold Support.

Tenfold Technical Support (Tier 2/3) works with Non-Partner Direct Customers, Internally with the Partner, or In Collaboration with the Partner and Partner Customer in order to reach a resolution

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