Changes

== '''What is the role of the support deskSupport Desk?''' ==The role of the Support Desk is to be your first point of contact for anything [[SmartSimple]] related. If you have a question, have an idea for a new feature, or need a resolution to a problem, then we are the place to start.

To be your first point You can connect with us through any of contact for anything the following channels: * '''Phone (Canada and United States):''' (+1) 416-591-1668* '''Phone (Canada and United States) Toll Free:''' 866-239-0991* '''Phone (Europe):''' 353(0) 1 554-7428* '''Email:''' [mailto:support@smartsimple.com support@smartsimple.com]* '''Direct:''' From the Help menu within [[SmartSimple]] related. If you have , just select the Support Request option You may also contact our live agents who provide round-the-clock technical support 24 hours a questionday, 5 days a week. You have an idea for a new feature or need a resolution access to a problem then we are live support during the place to start. following hours:  * '''GMT: '''9pm Sunday - 2am Saturday* '''EST: '''4pm Sunday - 9pm Friday* '''PST: '''1pm Sunday - 6pm Friday* '''AEST: '''8am Monday - 1pm Saturday

The '''[[SmartSimple]] Community Support Desk provides first level https://www.smartsimple.com/support to clients plus a triage of the issue to determine if it needs to be redirected to other specialists within the company. You can anticipate the the Community Support Desk will be able to answer questions related to:php Contact Live Agent here]'''

==Community Portal==Current clients may log tickets through their own [[instance]] using our '''Community Portal''' function. The Community Portal is a dashboard that simplifies the process of managing your tickets and connecting with SmartSimple.  To enter the Community Portal: 1. Click the 9-square menu icon on the top right of your page: [[File:052919_MenuIcon.png]] 2. Under the heading '''Help,''' select '''Support.''' 3. Press '''Enter''' to launch the '''Community Portal.'''  ===Inside the Community Portal===:: [[File:Community portal.png|600px|border]]Below is a list of activities that can be performed from within the Community Portal. {| class="wikitable"|-||'''Topic'''||'''Activities'''|-||Ticket Information||* Create tickets* View all active tickets* Close resolved tickets* View enhancements* Export ticket information |-||Community Features||* View upcoming [https://www.youtube.com/playlist?list=PLEYZMkJF_TuiI4seyppHmdt6FASoMXJRd Webinars]* Read community news* View your event registrations |-||Links to Access||* Live Chat * Access to SmartSimple Forums* [[Discussion Boards]]* Access to the SmartWiki* Link to [https://www.youtube.com/user/smartsimplesoftware SmartSimple Youtube] |} ==What the Support Desk Does==The [[SmartSimple]] Community Support Desk provides first level support to clients plus a triage of the issue to determine if it needs to be redirected to other specialists within the company. You can anticipate the Community Support Desk will be able to answer questions related to: * Accessing your organisationorganization's copy of [[SmartSimple]]. * Logging into the system (including lost [[Password|passwords]], etc).

* Your organisationorganization's specific processes.

In all cases a ticket number is issued and an email sent to you confirming that the issue has been logged, even if the issue was resolved on the first call. Where the ticket cannot be resolved on the first call the issue will be managed by Community Support Desk personnel - even if other specialists are involved. ===Ticket Service Levels===The Service Levels determine the classification and process of each Support Ticket:

It is our goal {| class="wikitable" style="height: 562px;" width="1080"|-| style="width: 100pt;"|'''Severity of Impact'''| style="width: 150pt;"|'''Description'''| style="width: 200pt;"|'''Example'''| style="width: 200pt;"|'''Support Process'''|-||'''<span style="color: #ff0000;">Critical </span>'''||Issues relating to provide you with timely and complete answers system availability or performance preventing usage or access to your questions the system as a whole or concerns and to ensure that you are getting the most out of the [[SmartSimple]] platform within your organizationits primary functionality.||

You can connect '''Server Unavailable''' * This critical impact ticket was raised for an issue that directly affected system availability for multiple users.* Client was unable to log into their SmartSimple [[instance]] and was receiving an error message stating that the server was unavailable.  ||Client promptly contacted SmartSimple Support and explained the situation with a screenshot of the error message.  Support immediately actioned the issue with us our development team and was able to restore service after a brief outage. |-||'''<span style="color: #ff6600;">High</span>'''||Issues relating to system availability or performance preventing usage or access to the system as a whole or its primary functionality. || '''User Unable to Submit Application''' * This high impact ticket explained that an end user was unable to submit their application.* This was an issue for a specific end user; no other users were affected by the same issue. || Client promptly emailed SmartSimple Support with the user's name, email, application ID, and grant program.  <br />Support checked the relevant application and determined a portion of the budget had not been completely properly. The end user was notified and the application was successfully submitted.  |-||<span style="color: #ffcc00;">'''Medium'''</span>||Issues that prevent a subsection of the system processes from working for all users or configuration changes that need to take place in a timely manner.||'''Payment Activities Not Saving''' * This medium impact ticket stated that changes made to Payment Activities ([[:Category:Universal Tracking Application|Level 3 Entity in the UTA]]) were not being applied after saving.* This issues prevented some system features from behaving as the client had intended. || The client submitted a ticket explaining which grant the error was applicable to, which level of activity, the details of the issue, and a specific example with the application ID.   This issue was resolved once Support notified the client that these activities were meant to be created through any of an automated process (called [[Payment Scheduler|Batch Create Payment]]) and not created manually, which is why they were experiencing the issue. The automated process was utilized to create the payment activity and the following channelsclient was able to continue their work.   |-||<span style="color:#00ff00;">'''Low'''</span>||General questions relating to configuration.||'''Make Report Exportable''' * This low impact ticket was submitted asking that we assist a client with making an existing report exportable. || The client contacted Support with the process they were attempting to do, the relevant IDs, and what outcome they wanted. 

== =Premium Support===SmartSimple's [https://www.smartsimple.com/premium-support.html Premium Support Services] provide you with a Dedicated Support Representative (DSR) who will handle all of your support requests directly and will have in-depth knowledge of your SmartSimple system. You''Helpful Links''' ==ll also benefit from an optional monthly call with our Director of Customer Experience to discuss any questions about system functionality, training, or configuration. 

*[http://smart.smartsimple.com/ex/ex_openreport.jsp?key{| class=&token=@Hw0NUh4aZllTSRJYQRJRQFZZZVA~ SmartSimple "wikitable"|-||'''Item'''||'''Technical Community Support'''||'''Premium Support'''|-||Live Agent||General client support group on rotation||Named Dedicated Support Representative (DSR)|-||Director Level Access||Upon request or escalation||Regular meetings and on-demand access consultations|-||Configuration Services||At additional fee as estimated||Included (up to 4 hours per request)|-||Training and Event Calendar]*[http://www.smartsimple.com/partners.html SmartSimple Partners]||At additional fee as estimated||Included (up to 3 hours per quarter)|-||Fee||Included in licensing||Please contact your Account Manager|}

[[Category:System Management]][[Category:Help Desk]][[Category:SmartSimple]]