Journey Platform Customer Care Handbook

Journey PlatformPreviously known as the Transact Platform. | All Personas | v5.1 & Higher This feature is related to v5.1 and higher.

The Customer Care Handbook contains the following sections:

Roles and responsibilities
Support definitions
Severity level definitions
Response times and update targets
Contacting Customer Care
Lifecycle of a support ticket
Escalating a support ticket
Product release definitions
Getting more information

Thank you for your trust in Temenos as your partner in your Digital Customer Acquisition Journey. We are honored to be part of your business.

The Customer Care Team's sole focus is your success in achieving your business goals.

Our passion is to remove roadblocks and other challenges on your journey. We intend to always be there when you need us and be your trusted advisor.

Our intention is to provide all the information required to engage with our Customer Care Team, it's policies, procedures, and processes.

We continuously work on improving our services, and I encourage you to engage with the Customer Care leadership team as we value your comments and feedback.

Roles and responsibilities

Following is a general description of the personnel involved in providing Journey Platform support under its various offerings.

Role	Will Do
Temenos Support Engineer	Understand the business impact of the customer’s issue upon logging of a support ticket Provide technical expertise Troubleshoot and resolve the customer’s issue Provide status updates throughout the resolution process
Temenos Customer Success Coach	Understand the customer’s requirements and business goals Recommend solutions with Journey Platform technology that meets requirements Communicate product updates and important news
Temenos Customer Success Architect	Advanced knowledge of the customer’s solution Guide and foster strategic product discussion Provide technical expertise Troubleshoot and resolve the customer’s issue Provide status updates throughout the resolution process
Temenos Hosted Platform Engineer	Monitor cloud-hosted environment Troubleshoot and resolve cloud-hosted related issues Conduct upgrade and updates on cloud-hosted platform
Temenos Regional Customer Care Manager	Ensure highest degree of technical know-how in department Keep apprised of high-priority customer issues Point of contact for customer escalation
Customer’s Named Support Contacts	Be trained and certified in Journey Platform products Train internal users to appropriate degree on Journey Platform products Communicate business impacts of any technical issues appropriately Collect diagnostics and other required information in submitting cases Engage technical and management resources appropriately Provide equal resource availability

Support definitions

Platform Support

Definition

Platform Support is included in your annual platform subscription. Services differ depending on the support package purchased. Additional services may be available depending on the support package you purchased.

Platform Support is there to assist if the platform malfunctions due to a product defect or issue with the hosting services.

Example of Platform Issues

A platform issue is one where the expected behavior of the module is not observed. For example, a form won’t render in Journey Manager, or a form field is not behaving as expected, submission is not delivered, etc.

Out of Scope

Development assistance such as web application (form) development, custom services and scripts
Product Training
Third Party integration (except Mitek and Yodlee)
New feature request

Development Assistance

If you require development assistance you may either utilize our free Community Portal for instructional documentation and online training or contact your Account Executive to discuss commercial requirements for Temenos Development Assistance Services and/or product training requirements.

New Feature Requests

All new feature requests should be logged in the Customer Support Portal as an ‘Idea’.

Severity level definitions

Our team uses severity to define the impact on your business and the urgency required for resolution. Below are summaries of the severity levels for Platform Support; please consult your contract with Temenos or contact your Temenos Account Executive for further details.

Severity 1

Problem with the platform that results in continued unavailability of critical production operations with no workaround available.
It has affected, or is reasonably likely to affect, the entire user community.
Example: Platform is unresponsive, non-operational.

Severity 2

Problem with the platform that results in continued degraded or intermittent performance of critical operations in production, or the continued unavailability or degraded or intermittent performance of operations in a test environment, if no reasonable workaround is available.
It has affected, or is reasonably likely to affect, multiple users.
Example: Email queue is stuck in Manager; a service is stopped and won’t restart in Manager.

Severity 3

Problem with the platform that results in impairment of non-critical operations in any environment.
Example: Third-party integration is down and is affecting the form.

Response times and update targets

Response Times

When creating a support ticket, you can expect initial contact from a Support Engineer within the following targeted response times, depending on the Customer Care Package you have purchased.

Severity level	Core	Extended	Premium
Severity 1	3 business hours	2 hours (24x7)	1 hour (24x7)
Severity 2	1 business day	6 business hours	4 business hours
Severity 3	2 business days	1 business day	1 business day

Update Targets

Target communication updates shall be governed by the following default times unless other statuses are set.

Severity level	Core	Extended	Premium
Severity 1	Daily	Every 2 hours (24/7)	Every 1 hour (24/7)
Severity 2	Weekly	Every 3 business days	Every 2 business days
Severity 3	Bi-Weekly	Weekly	Weekly

Business Hours are 9 AM-5 PM Mon-Fri MST (MT) AEST (AET) GMT (BST)

Business Hours Definition

Our centers and business working hours are:

Australia - Sydney	United Kingdom - London	Colorado USA - Broomfield
Mon - Fri	Mon - Fri	Mon - Fri
9:00 AM - 5:00 PM AEST	9:00 AM - 5:00 PM GMT	9:00 AM - 5:00 PM MST

After Hours Support

After hours support is defined by Customer Care Support Package Response SLAs.

Customers with Extended or Premium customer care support packages will receive 24x7 platform support for severity 1 issues. Customers should log a ticket in the Customer Care Portal to be promptly contacted by one of our support engineers.

Customers with Core customer care support packages will receive support next business day, if a severity 1 ticket is logged outside of their business hours.

Contacting Customer Care

Customer Care Centers

Business Hours

Our centers and business working hours are:

Australia - Sydney	United Kingdom - London	Colorado USA - Broomfield
Mon - Fri	Mon - Fri	Mon - Fri
9:00 AM - 5:00 PM AEST	9:00 AM - 5:00 PM GMT	9:00 AM - 5:00 PM MST

After Hours Support

After hours support is defined by Customer Care Support Package Response SLAs.

Customers with Core customer care support packages will receive support next business day, if a severity 1 ticket is logged outside of their business hours.

Customer Care Portal

You can contact our Customer Care Team by logging a ticket on our Customer Care Portal.

Accessing the Customer Care Portal

The Customer Care Portal is accessible from the following URL: https://support.avoka.com

Username and Password

Named contacts have been defined by your organization and only these contacts will be able to login using their email address as their username to the Customer Care Portal.

To request new access, you have to ask the manager from your organization to request new user access through the Customer Care Portal.

Open a new ticket

The support portal will allow you to:

Log new tickets for different issues or requests
Search our community and documentation content when logging new issues
View existing tickets
Respond to tickets needing more information

You can open a support ticket for the following categories:

Product Issues - to report product issues with products or your system.

Infrastructure - to request anything related to hosted infrastructure including IP-whitelisting, certificate renewal, upgrade requests, etc.
Application Request - to request development assistance on application issues or project work.
Account Access Request - to request changes to accounts or new accounts for Journey Platform systems. For example Maestro, Composer, E-learning.

Describe your issue

You will be required to enter mandatory information to allow the Customer Care Team to start investigation.

It is important that the ticket is submitted with relevant, accurate, and detailed information otherwise delays might be introduced to gather further information necessary to troubleshoot the issue.

Summary

The summary of the ticket should highlight the core problem.

Issue Description

Single issue - Include a single problem per ticket to avoid misunderstanding and keep focus on the issue. Ensure there is no ambiguity in description of the issue.
Environment details – Provide any environment details including product versions, form versions, 3rd party services involved, any resent changes or updates, etc.
Severity and business impact – Describe business impact and context, including number of services, forms, users, customer impacted, frequency of the issue, project schedule at risk, etc.
Reproducible steps - Clearly define the steps that we can take to reproduce the issue and try to reproduce issue on the latest deployment with simple configuration.
Actual behavior – Describe and provide screenshots for the actual behavior when experiencing an issue.
Expected behavior – Describe and provide mockups screenshots for the expected behavior.
Screenshots – Include any related screenshots which can help us to better understand the issue. Take screenshots of the whole window rather than providing cropped images, without context.
Attachments - If the issue relates to system outputs (e.g. receipt documents, or emails) please attach examples when submitting the ticket. The screenshots should be correctly named to match the description.
Your expectations – Provide details on your expectations including time deadlines, versions where issues are expected to be fixed, etc.

View existing tickets

To review existing tickets, click Requests in the upper right corner of the Customer Support Portal and use the selections provided.

You can also search for and view requests using the following filters:

Status
Created by
Request type
Search text

Ticket statuses explained

Status	Description
New	The ticket is awaiting triage by a Support Engineer.
In Progress	Temenos representative is actively working on the ticket.
Waiting for Customer	Ticket is waiting on information or update from the customer.
Under DEV Investigation	The issue is under investigation by development team.
Defect Acknowledged	Issue reported has been qualified to require a code change and has been assigned to the development team.
Awaiting Version Release	Issue has been fixed by code change in a specific version and the version is pending release.
On Hold	Ticket has been suspended by agreement with the customer.
Closed	Ticket is now closed and no longer actively worked on.

Lifecycle of a support ticket

Step 1

Open Support Ticket

To open a support ticket navigate to the Customer Care Portal.

When a ticket is created, our system automatically verifies your Customer Care Package and assigns the Response SLA based on the severity of the ticket.

Support Ticket Severity

Customers should select the severity level according to the severity description when the ticket is opened. The Support Engineer will review the severity when the ticket is opened and may reduce the severity if the description of the issue does not match the description of the severity.

Severity levels will not increase once established but may be reduced once the impact is mitigated.

Step 2

Engagement with Support Team

Your ticket will be assigned to a Support Engineer who will assist you to identify the issue and begin troubleshooting.

This may involve:

Requesting more information including reproducible steps, logs and screenshots.
Reproducing the issue internally.
Requesting a screensharing session or remote access.
Requesting an upgrade to new maintenance version which includes hotfixes.
Implementing a workaround.
Testing a solution in a non-production environment.
Request opening a ticket with a third-party vendor.
Support Engineer may engage a Senior Engineer when necessary.
Once all action items have been exhausted and the problem is not resolved, the issue may be transferred to an Escalation Engineer who will assist you further.
If the issue requires a code fix or code-level analysis, the Engineering team will be engaged.

As a customer you can review the progress of any open ticket in the Customer Care Portal.

Step 3

Close a Support Ticket

You can request to close your ticket in the Customer Care Portal.

Before closing a support ticket, you will be asked to confirm that the issue has been worked to your satisfaction and that the support ticket can be closed.

After the closure, a summary will be sent to you with a description of the problem and the reason for closure or resolution.

Issue Resolution

The Customer Care team will consider a ticket resolved and closed with the following possible outcomes:

Provide documentation/information of product expected behavior.
Provide an acceptable workaround.
Provide a software update.
Provide a software upgrade.
Update to product documentation.
File an enhancement request.
Customer decides to close the issue with no resolution.

Other reasons for closing a support ticket may include:

Customer is not entitled to support.
No response has been received after several attempts to contact you.

Step 4

Customer Satisfaction Survey

After case closure, you may receive a survey to ensure your case was worked to your satisfaction.

Step 5

Reopening a support ticket

You will have 30 days from the support ticket closure to reopen the ticket if necessary. If the 30 days have lapsed, a new support ticket must be opened.

Escalating a support ticket

Escalating support cases

Our goal is to provide a way for our customers to escalate an issue to the Customer Care Manager if:

There is an increased impact on your business and you need to raise the priority.
You require faster response or more attention.
You are dissatisfied with the progress of your issue, or the Customer Care experience.

Our Customer Care team will work with you through the life cycle of your ticket to ensure that the appropriate resources and level of attention are focused towards a timely resolution of your issue(s). If you are not satisfied with the experience you can raise the ticket to the attention of the Customer Care Management Team.

How do I escalate the visibility of a support ticket to management?

To escalate an issue to Customer Care Management Team, take the following steps:

Log into the Customer Care Portal.
Navigate to your existing ticket.
Click the Escalate button.
Enter the reason for the escalation.
Click the Escalate button which will complete the Escalation process.

What happens after an escalation request is made?

Once your request for escalation has been received, we will acknowledge the receipt of your request and the Customer Care Manager will contact you within 24 business hours.

The Support Engineer assigned to the issue will be notified to review to the issue and contact you within the working hours of your ticket.

Time-Based Escalation

We have an internal time-based escalation process in place to guarantee the right level of management visibility on progress of open support issues.

Our escalation hierarchy is:

Customer Success Coach and Account Executive
Regional Customer Care Manager
VP, Global Customer Care

Time-based escalations are triggered on the following frequency:

Severity level	Core	Extended	Premium
Severity 1	1 week	3 business days	1 business day
Severity 2	1 month	2 weeks	1 week

Product release definitions

Release terminology

Major release

A major release is denoted by the first two digits of the release number. For example, 5.10.0, 18.05.0.

It contains significant or breaking changes. For example, changes or removal of existing APIs, significant changes to the user experience, or removal or addition of a major feature.

Maintenance release

A maintenance release is denoted by last digit of the release number. For example, 5.10.12, 18.05.4.

It contains product defect fixes, stability and performance improvements. Depending on the nature of the product defect fixes, they may introduce minor changes to existing features, but do not include new features or high risk changes, so can be adopted quickly. We recommend regularly upgrading to the latest maintenance release for your current version.

End-of-Life Policy

Our support will only provide assistance on supported product and platform versions. For more information, see our End-of-Life policy.

End -of-Life Support may be considered for an additional fee. Contact your Account Executive for more details.

While support will be provided for all versions until End-of-Life Date, it is likely that in the case of issues related to older versions, the Support Engineer will require an upgrade to resolve the issue.

Getting more information

Documentation website

Our product documentation can be found at docs.avoka.com.

You can easily find a wealth of information on all our Journey Platform products; Manager, Maestro, Exchange, Workspaces and Journey Analytics (Insights). As well as installation and user guides, architectural documents and SDK documentation.

Community website

Our Community website is located at community.avoka.com.

Here you will find announcements, tech blogs, release notes and how-to articles, as well as our Q&A forum.

Announcements

All product announcements and advisories can be found in the Announcements section, and technical blogs in the Tech Blogs section.

Release notes

Product release notes for all Journey Platform products, including detailed features, enhancements, and resolved issues for each release.

How-To Articles

This section allows you to browse how-to articles. Use the Table of Contents or the How-To Article Tags on the right hand side of the screen to search for specific topics.

Q&A and Discussions

This is the space for our customers to ask questions to the wider user community. The Q&A is offered to foster community discussion to gather feedback and crowdsource ideas.

While it is expected to often be technical, this section is separate from the Customer Care system, and is intended as a place to facilitate useful discussions and browse topics. Our staff will contribute where helpful.

Learn more about the Community

Community guidelines and FAQs are available.

Ideas and New Feature Requests

To log New Feature Requests, navigate to Customer Support Portal > Ideas. You can submit your ideas and vote for existing ideas. To view existing ideas, click on Requests > All Ideas.