SpinSci Support Services

How to Request SpinSci Support Services

Customer has several options to open a ticket:

• For Sev1 and Sev2: Use toll-free number
• Phone Support: 855-522-9998 (Severity 1 & Severity 2)
• For Sev3 and Sev4: Use email to open tickets
• Email Support: Support@SpinSci.com (Severity 3 & Severity 4)

The Customer will be provided login credentials, username and password, to access the JIRA system to view the status of tickets. If you do not have Email access to view tickets, contact SpinSci Support by telephone to submit service requests.

You can use JIRA to view a ticket's status (Requires a SpinSci JIRA Login): https://spinsci.atlassian.net/servicedesk/customer/portal/5

How to Check SpinSci Support Ticket Status

• In Triage: Ticket is created and Severity Level is being set. A Support Engineer has not been assigned to work on the ticket yet.
• Engineer Pending: A Support Engineer is assigned to the ticket and is working on the ticket.
• Customer Pending: A Support Engineer is awaiting a response from the Customer for information needed to continue working on the ticket.
• Close Pending: A Solution has been provided by the Support Engineer and is waiting for Customer's approval to close the ticket, or the Customer has not sent a response to the Support Engineer's requests for information in 2 normal business days.
• Closed: The Customer has confirmed that the ticket has been completed to its satisfaction. No further work is performed.

How are the Severity Levels Defined

To ensure that the request is prioritized correctly the Customer will be asked to assign a Severity level for each request.

Severity 1 (S1)

Any service-impacting outage or severe degradation of the services that impacts Customer's business or affects > 80% of users of such services.

• Patient Assist: If more than 80% of the contact center users are affected
• Patient Engage: If more than 80% of the inbound calls are affected
• Patient Notify: If more than 80% of the outbound messages are affected

Severity 2 (S2)

The non-performance or incorrect performance of services that may have an impact on Customer's business or may affect > 50% of users of such services.

• Patient Assist: If more than 50% of the contact center users are affected
• Patient Engage: If more than 50% of the inbound calls are affected
• Patient Notify: If more than 50% of the outbound messages are affected

Severity 3 (S3)

A degradation of services that may have or is having a minor impact on Customer's business or may affect some of the users of such services.

Severity 4 (S4)

Minimal to no impact on the users of the services and any other service incident that is not a Severity 1, 2 or 3 incident.

When a ticket is opened, Customer will provide the scope of the impact. Based on that, SpinSci will assign the severity.

What are the Support Coverage Times

Support Hours for Sev 3 and Sev 4 Incidents

8AM to 5PM, Central Time, Monday through Friday excluding all major US Holidays.

Support Hours for Sev 1 and Sev 2 Incidents

24x7x365 support including weekends and holidays

Emergency Support Hours

24x7x365 support is available to report any incident regardless of the severity. SLAs will be calculated based on the support coverage hours.

Support Coverage Metrics

Here is an overview of the support SLA metrics:

For Severity 1 and Severity 2 (Only by Phone)

• Call the SpinSci Support Number: 855-522-9998
• Your Call will be routed to a Support Engineer for handling.
• If a Support Engineer does not answer the call, leave a voicemail with issue details and a contact number. A Support Engineer will contact you.
• Provide a meaningful case title.
• Describe your issue and severity in detail and state the problem as accurately as possible.

For Severity 3 and Severity 4

• Send an email to Support@SpinSci.com
• In the "Subject" field, type the following text depending on the severity level ("SEV 3" or "SEV 4") followed by a short description of what is being reported.
• In the Email's body, type a detailed description of the incident/request. Please include any additional information that can help assist in the handling of the ticket.
• Your request will be routed to a Support Engineer.
• Please provide a point of contact to facilitate communication with the Support Engineer.

Escalations

If you are not completely satisfied with the progress towards the resolution of a ticket, you may escalate by reaching out to the Director of Customer Support.

Contact Information