Client Support Handbook
This handbook aims to help you to receive the most efficient level of service possible when requesting assistance from the TERMINALFOUR Client Support Team. TERMINALFOUR is committed to providing you with the highest level of customer service. If you feel we could make improvements let us know.
This document is an overview of your "Remote Access Support" agreement. For exact details, please refer to your agreement.
Access to Terminalfour for third parties can only be granted upon approval by Terminalfour.
Please contact us with the name of the company, the full names of the individuals, their email and the reason for access.
Summary of Support Process
- Logging an Issue
- Acknowledgment
- Investigation, Confirmation and Priority Assignment
- Resolution Updates
- Resolution and Closure
Step 1: Logging an Issue
There are two ticket types:
You'll need a valid Terminalfour username and password to do log either ticket. If you don't have the credentials for this service, contact your Terminalfour Administrator or Client Support.
Help us to help you. There are a few ways that you can help Client Support to deal with your queries more efficiently:
- Give as much information as possible when reporting the problem (e.g., screenshots, a copy of error messages, the name of problem sections/content, possible causes of the error).
- A detailed description of the suspected issue
- A description of the operation that caused the failure/error
- The environment in which the specified software operates, e.g., operating system, database type, browser version
- If possible, determine the conditions under which the issue can be replicated
- Extracts from log files
- A descriptive summary
- There's a guide to logging an issue here
- When issues are reported to Terminalfour, they may be assigned to different Engineers so report individual issues separately. If you have more than one issue open, your responses to each issue should be made in the relevant ticket.
- Nominate a single point of contact for Client Support. This avoids a single issue being logged more than once by multiple users. Instead, we recommend that users contact their internal support person (or people), who would liaise with our Client Support team.
Related: Contacting Client Support
Step 2: Acknowledgement
Once an issue has been logged, an email notification will be sent to you with a Support ID. This ID should be referred to in all communication on the reported issue. Ideally, all communication should be logged via Self Service.
Step 3: Investigation, Confirmation and Priority Assignment
Once your issue has been logged it will then be investigated to verify:
- whether it is a service support issue
- what the cause of the problem is
- its correct priority
Issues will be prioritized by Terminalfour as follows:
| Priority | Description |
|---|---|
| Priority 1 | The system is non-functional or essentially unusable. |
| Priority 2 | The system is partially usable or a temporary workaround is available. |
| Priority 3 | Issues having a significant impact on operations. |
| Priority 4 | Issues not having a signifcant impact on operations (e.g. only impacts one user or is a general query) |
| Non-Service Support | Not covered under the support agreement. |
Please note that if the issue is not a service support issue, you will be notified accordingly and the issue may be re-assigned to the relevant department in Terminalfour.
You will be notified again once the priority has been assigned. At this stage, further information may be sought to assist in the troubleshooting.
If you don't agree with the priority assigned to your issue, you should discuss this directly with the Client Support Team.
Step 4: Resolution Updates
If the issue is not resolved after the first attempt, you will be updated as frequently as possible, endeavoring to provide feedback at least in the following timeframe:
| Priority | Response Time |
|---|---|
| Priority 1 | Every 4 hours |
| Priority 2 | Daily |
| Priority 3 | Weekly |
| Priority 4 | Only when an update is available. |
|
Unresolved Product Issues - Priority 3 |
|
Step 5: Resolution and Closure
Once your issue has been resolved (either by the client with Client Support's guidance or remotely via VPN access), a comment will be sent to you with a brief outline of what was undertaken to resolve the issue.
Once you are satisfied that the issue has been resolved, we request that you confirm this so we can close the support issue.
If an issue is inactive for 30 days, you will be notified that the issue has been closed.
Special Notes:
- The resolution timeframe for issues which are found to be bugs within the software is dependent on
- the identification and application of a fix
- the release of the build. This has an impact on the time to close an issue. Updates are released according to the timeframe for the Priority of the reported issue.
- If you have a support issue that relates to a product bug that is resolved in a build, then we will open an issue to upgrade you to that version. We will then link the bugs resolved to that upgrade issue. The product issues are then closed. You will be notified when your system is upgraded to the version that includes the fixes.