Support and Service Overview
Video Conferencing provides effective face-to-face communication while reducing the time and expense associated with business travel. We are committed to providing industry leading video conferencing solutions to each and every client through our Video Conferencing service. We recognize that the success of your video conference experience is dependent upon our ability to provide exceptional service.
The Support and Service Overview defines the standards of service one can expect from us as a provider of video conferencing services. The following topics are covered within this overview:
- Service Availability
- Escalation Process
- Severity Definitions
- Response/Resolution Times
- Help Desk Support
- Help Desk Hours of Operation
- General Support and Service information
Service Availability
We will use commercially reasonable efforts to provide video service of at least a 99% monthly level uptime, excluding regularly scheduled maintenance and force major events. We will also use commercially reasonable efforts to inform customers if scheduled maintenance will be performed at alternative times.
Escalation Process
All Video Conferencing issues in need of resolution will be escalated through the following channels:
- Tier 1 Support
- Real-time support escalation
- Prompt and accurate service
- Tier 2 Support
- Subject matter expert
- Track helpdesk tickets/top issues
- Leader/participant callbacks
- Tier 3 Support
Escalation Severity Definitions
SL1 (Routine Requests or Minimal Impact Issues): All Video Conferencing systems are working properly. Issues are occurring on the client end or are user education related.
SL2 (Medium Level Issues): Basic Video Conferencing meeting functions are working properly, but some meeting features are not working as expected. These problems may affect one or more customers, but does not prevent meetings from being held.
SL3 (High Level Issues): One or more Video Conferencing customers are experiencing problems with major service features (e.g. joining a video conference in progress, or adding/updating reservations).
SL4 (Urgent Issues): Failure of Video Conferencing server hosting the service or portions of the network (within our control) that prevents one or more customers from holding a video conference.
Response/Resolution Times
**All times indicated are based on maximum response/resolution timeframes**
| SEVERITY |
RESPONSE OR ACTION PLAN |
RESOLUTION |
SL1 |
30 minutes |
8 hrs or next release |
SL2 |
30 minutes |
24 hours or next patch release |
SL3 |
15 minutes |
24 hours |
SL4 |
10 minutes |
30 minutes - 24 hours |
Help Desk Support
- U.S. Toll-Free Number 800.603.9402 (Press 1 for Technical Support)
- U.K. Free Phone: 0800 961 996
- International Number: 706.645.6865
- Phone Service Level Goal is 80% answered in 60 seconds or less
- Email Service Level goal - Response within 24 hours of email receipt. If immediate attention is required, please dial the help desk support number listed above to speak with a Professional Services technician.
Help Desk Hours of Operation
Professional Services (Help Desk) is available 24 hours a day, 7 days a week.
General Support & Service Information
- Web Reservations/InView IP
- 24 hours a day, 365 days a year
- InView IP reservation system availability guaranteed 99%
- Double booking of rooms not allowed through the InView IP system
- Success metrics: we conform to the following performance-based standards pertaining to the timing for which a reservation is confirmed:
- Reservation confirmation within 1 hour for same or next day meetings
- Reservation confirmation within 4 hours for 2-5 days from scheduled date
- Reservation confirmation within 8 hours for 6 or more days from scheduled date
- Reservation confirmation for recurring calls: First meeting within above outlined time frames; remainder of meeting dates within 48 hours
TECHNICAL PERFORMANCE SPECS
- Guarantee of bridge availability for ad hoc meetings
- We will never turn away an ad hoc Video Conferencing call
- Ad hoc meeting turnaround time
- 5 minutes for sites that have been certified by us (more time need be allotted for new sites that need be input into our reservation system)
- Time will increase as number of sites increase
- IP "on-the-fly"; a 15-minute window is guaranteed
- Turnaround time for sites added to a meeting
- Sites dropped during a video conference call
- All sites will be connected within a 5 minute trouble shooting window
- If site cannot connect due to equipment or network issues, an audio link will be added to the meeting
- Benchmarks on customer calls that have failed (statistics compiled from internal reporting)
- Overall: less that 3% of all calls have failed
- Customer not on time: 69%
- Network-related issues: 27%
- Customer equipment failures (i.e., equipment not turned on): 2%
- * Video Reservations (participants added during call): 1%
- *Technical support failures: 1%
- Percent of failed, disconnected and late calls recovered with 5 minutes: 99%
- Meeting extensions while call is up and running
- We will never disconnect a video conference that runs past the time frame for which the conference has been scheduled
- Site Certification Procedures**
- Scheduled site certifications will take place within 24-hours of receiving the necessary site information
- All internal conference room sites are implemented within 24-hours and will be certified within 48-hours
- Certifications can be conducted Monday - Sunday, 24 hours/day
- For existing rooms that are upgraded, changes are made the same day
- Any sites that experience network issues during a video conference are called for recertifications
- All information is updated in InView IP when the information is received
- Call Start Time
- We will adhere to 99% of all non-customer related issues calls starting on time.
- Guidelines for trouble calls. Once it is determined that the problem is not our issue, you can expect the following procedures:
- Site and/or technical contacts are called. If voicemail is reached, a message will be left and an attempt made to zero-out to receptionist in an attempt to have the contact paged. If the contact gives a pager number in the voicemail message, Â operations personnel will attempt to reach contact via pager or cell. If the voicemail system gives the option of paging after leaving a message, operations personnel will utilize the system to page site contact.
- Person that scheduled the conference is contacted
- Conference room experiencing difficulty is called
- If there are connected sites with participants in any of the rooms, they are asked to provide another contact or more participant information
- Participating site contacts and/or technical contact at other sites that are scheduled to be on the conference are asked to provide additional contact information
- Main contact for the company listed in InView IP scheduler is called and asked to assist with making contact with the site experiencing difficulty
- Invoicing
- All invoicing will be done monthly and distributed to the designated personnel
- Our invoices contain the following information:
- Conference ID
- Date and Time of call
- Total Minutes
- Total Charges
- Project Accounting Code - if applicable
- Leader name
- Requestor name
- Sites that participate
- Charge Code - billing zone
- Speed of connection
- Minutes for each site
- Charges for each site
- Feature charges
- Credits for previously invoiced conferences are shown as a separate credit memo.
- For more information about Video Support and Service, please contact your sales representative.
* Indicates items are directly related to our support
**During the initial implementation of an individual customer's video conference sites when over 75 sites need first-time certification; the certification process will take longer than the 24-48 hour time frame quoted. Once all sites have been certified, any new sites added to the customer site list will be certified within 24-48 hours.