Knowledge Base

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 are committed to providing you with the highest level of customer service. If you feel we could make improvements in any area, please do not hesitate to 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

Step 1: Logging an Issue

All issues should be logged here. If you don't have a username and password 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:

PriorityDescription
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:

PriorityResponse 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
If you have an issue logged that relates to an unresolved Priority 3 product issue we will now notify you only when there are changes relating to this bug.
If you wish to be updated more frequently then please inform us.

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:

  1. The resolution timeframe for issues which are found to be bugs within the software is dependent on
    1. the identification and application of a fix
    2. 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.
  2. 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.

The Support Team and Escalation Path

Your Client Support team consists of a team of Client Support Engineers.
If you have any questions or feedback about the service provided, please contact Barry Flannery –  barry[dot]flannery[at]terminalfour.com.

Quick Glossary

"System" - As defined in the Schedule of your support contract, e.g., TERMINALFOUR

"Days" - Working days.