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 ↓ |
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: |
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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 |