Author:       OpsTel Support

Version:    1.2

Date:            March 11, 2022

Audience: OpsTel customers 

Purpose:

The purpose of this user guide is to:

• Outline the support process when OpsTel customers report issues via the phone and customer support portal.

• Establish a specific and consistent set of steps to report verified defects or to request assistance in troubleshooting potential issues, in order to facilitate high quality support for you as the customer.

• Serve as an official document of record for future reference that may be modified and amended upon agreement with and approval from the OpsTel management team.

1. Submitting a new Support Ticket

-    Submit incident tickets via the OpsTel Support Portal at  HTTPS://SUPPORT.OPSTEL.COM/

NOTE: You must be an authorized user with a pre-approved LOGIN ID to submit a ticket

Log into the OpsTel Support portal with your pre-approved credentials:

Click on link “Login to submit a new ticket”.

Enter credentials to login.

Prior to reporting a new incident, please search the Known Problem database for similar reported issues. If your issue cannot be found, please proceed to submit a new ticket.

Click on New Support Ticket to generate a new ticket:

Fill in the new ticket form below.

NOTE: You will not be able to press the "Submit" button unless all fields are filled out.

Be sure to populate the End User information and your internal Helpdesk ticket details in case we need to review their details or obtain more details from them.

• Your end user is the person that is facing the issue first hand. They will not be able to view the ticket and you will need to log in and relay the status to them.

NOTE: As part of your submission of a new ticket, you will be required to submit all reports, notifications, errors logs and screenshots depicting the problem/issue that is being experienced. In order to ensure timely response and resolution, be sure to fill in the rest of the fields with as much detail as possible.

Customer Priority field values should align with the SLA guidelines outlined in Section 5 of this document:

2.  Checking status of previously submitted tickets

Click “Check Ticket Status” on the main page to drill down into the status of existing tickets that you have submitted.

Select tickets as listed below.

Drilldown on the tickets to view further details.

Tickets that are “Pending” and waiting for a response from a submitter that have not been updated for 5 business days will automatically be closed.

3. Contacting OpsTel Phone Support

-    Customer Phone Support Number 1-480-719-8625, Select option #2 for Technical Support

4. Escalation Procedures

OpsTel Support prides itself in delivering the highest quality of service to our customers especially during critical situations. Our internal systems kick into action when you reach out to us for support and we monitor customer support interactions throughout each reported incident. 

When you call our support center for assistance, especially after hours please ensure you log a ticket following the above process. If you do not get to speak with a live support person, please leave a Voicemail message with your ticket number and contact details. This will ensure that we can reach you in the shortest period of time.

NOTE: It is “Best practice” to submit a ticket first before calling OpsTel for Support

5. Contracted Hours of Support and Service Level Agreements

Depending on your company’s specific support requirements there are two different support plans that can be selected. They are as listed below:

1. Standard Support hours: 8 am - 5 pm PST Monday to Friday. No support on weekends and holidays.

* These are our standard SLA guidelines. Please note that specific contractual agreements may vary by customer.

        2. Premium Support hours: 24 hours a day X 365 days a year

* These are our standard SLA guidelines. Please note that specific contractual agreements may vary by customer.

6. Emergency after hours support option for “Standard Support” contract Customers

If you have decided not to purchase “Premium Full Coverage Support”, OpsTel will provide a new flex support option whereby “Standard Support” customers can choose to pay for after hours support on a per incident basis. This flex support option is only available for two incidents per year, beyond which the Premium Support agreement will need to be purchased.

A 4-hour minimum will be assessed for each occurrence, plus any additional hours beyond the 4-hour minimum.

This service can only be requested by a pre-authorized contact listed in our support contacts database. Anyone else requesting after hours support who does not have “Full Coverage Support” will be denied access to OpsTel Support personnel.

NOTE: Mode of payment will be based on agreement with OpsTel to utilize a stored payment method and is subject to fees per the terms and pricing details in the contract agreement.

THANK YOU

OpsTel Services LLC. Copyright © 2021 All Rights Reserved