When you submit a support request (see how to submit a support request) one of our Customer Support team categorises it as either:
a bug - "hey, when I click the XYZ widget, it does something unexpected, please fix it" and we investigate and we fix it and you get back up and running quickly, or...
a help me - "how do I send my prospectus request data to my fulfilment house every Wednesday, Thursday and Friday at 15:00?" and we show you how you can automate it using simple built-in tools. Usually in an existing help centre article. You then learn a new skill for the future.
What is 'Tiering' then?
Tier 1 - the majority of support requests are simple to resolve within our SLAs (Service Level Agreements) and these are Tier 1. Quick, straightforward and we know immediately how to resolve it for you.
Tier 2 - sometimes a Tier 1 support request needs to be escalated to Tier 2 because it needs some more investigation, and maybe some more information from the user who submitted it. Tier 2s are therefore slower to resolve and may involved technical input here at Student CRM. They are not necessarily overly complex, they usually just need more people and some management. We can't always hit our SLAs with a Tier 2.
Tier 3 - every now and then something really knotty crops up. This gets escalated to Tier 3 and can become complex to investigate and resolve and may even have a noticeable impact on the service delivery. As such it gets our highest priority attention and is resolved quickly and ahead of Tier 1 and Tier 2 requests. Hitting our SLAs is then entirely dependant on what we find when we investigate.
Customer Satisfaction
Just as you can seek Customer Satisfaction from every student enquiry (see how to enable 'Feedback' in your Enquiries app) we also measure our users' satisfaction with the service received from our Customer Support team.
You can discuss this, or any other item, with your Account Manager. See 'how to contact my Account Manager'.