Journey Platform Previously known as the Transact Platform. | All Personas | 5.1 & Higher This feature is related to 5.1 and higher.
The Support Handbook contains the following sections:
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 Support 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 Support Team, it's policies, procedures, and processes.
We continuously work on improving our services, and I encourage you to engage with the Support Team as we value your comments and feedback.
Following is a general description of the personnel involved in providing Journey Platform support under its various offerings.
Role | Will Do |
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Temenos Support Engineer |
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Temenos Customer Success Manager |
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Temenos Customer Success Architect |
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Temenos Hosted Platform Engineer |
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Temenos Regional Support Manager |
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Customer’s Named Support Contacts |
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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.
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.
We have self-service and guided options to help you if you need development assistance. Instructional documentation and online training (authentication required) is available on our resources website. Alternatively, you can contact your Account Executive to discuss commercial requirements for Temenos Development Assistance Services and product training.
All new feature requests should be logged in the Support Portal as an ‘Idea’.
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.
When creating a support ticket, you can expect initial contact from a Support Engineer within the following targeted response times, depending on the Support 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 |
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)
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 is defined by 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 Temenos Support Portal to be promptly contacted by one of our support engineers.
Customers with Core support packages will receive support next business day, if a severity 1 ticket is logged outside of their 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 is defined by Support Package Response SLAs.
Customers with Premium support packages will receive 24x7 platform support for severity 1 issues. Customers should log a ticket in the Temenos Support Portal to be promptly contacted by one of our support engineers.
Customers with Core support packages will receive support next business day, if a severity 1 ticket is logged outside of their business hours.
You can contact our Support Team by logging a ticket on our Temenos Support Portal.
The Temenos Support Portal is accessible from the following URL.
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 Temenos Support Portal.
To request new access, you have to ask the manager from your organization to request new user access through the Temenos Support Portal or contact the cloudjirasupport@temenos.com or jira_servicedesk_admins@temenos.com email addresses.
The support portal will allow you to:
You can open a support ticket for the following categories:
You will be required to enter mandatory information to allow the Support 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.
To review existing tickets, click Requests in the upper right corner of the Support Portal and use the selections provided.
You can also search for and view requests using the following filters:
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. |
To open a support ticket navigate to the Support Portal.
When a ticket is created, our system automatically verifies your Support Package and assigns the Response SLA based on the severity of the ticket.
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.
Your ticket will be assigned to a Support Engineer who will assist you to identify the issue and begin troubleshooting.
This may involve:
As a customer you can review the progress of any open ticket in the Support Portal.
You can request to close your ticket in the Support 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.
The Support team will consider a ticket resolved and closed with the following possible outcomes:
Other reasons for closing a support ticket may include:
After case closure, you may receive a survey to ensure your case was worked to your satisfaction.
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.
Our goal is to provide a way for our customers to escalate an issue to the Support Manager if:
Our Support 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 Support Management Team.
To escalate an issue to Support Management Team, take the following steps:
Once your request for escalation has been received, we will acknowledge the receipt of your request and the Support 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.
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:
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 |
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.
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.
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.
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 product documentation, you will also find developer tech docs in the API section, including architectural documents and SDK documentation.
Our Resources website is located at journey.temenos.com.
Here you will find announcements, release notes and product downloads, as well as our Q&A forum.
All product announcements and advisories can be found in the Announcements section.
Product release notes for all Journey Platform products, including detailed features, enhancements, and resolved issues for each release.
This is the space for our customers to ask questions to the wider user community. The Q&A is offered to foster user community discussion to gather feedback and crowd source ideas.
While it is expected to often be technical, this section is separate from the Support system, and is intended as a place to facilitate useful discussions and browse topics. Our staff will contribute where helpful.
To log New Feature Requests, navigate to Temenos Support Portal > Ideas. You can submit your ideas and vote for existing ideas. To view existing ideas, click on Requests > All Ideas.