Magnolia Sofware offers the world’s best xxx service…
Magnolia Software Customer Support delivers best-of-breed support and assistance to Magnolia Software partners, using the latest technology to speed tracking and resolution of customer issues. Magnolia Software supports partner help desks and first line support organizations, referring individual end-users to their service providers.
Magnolia Software partners provide first-line support and help desk assistance in two ways:
Solution Partners offering Magnolia Software Corporate Access act as first-line support for end-users at their corporate customers
Internet Service Providers (ISPs) act as first-line support for their individual subscribers who use Magnolia Software as part of Internet service.
Problem resolution and case management processes are well defined and include specific escalation procedures. Support is available around the clock (24 x 365), with the Magnolia Software team mobilized immediately to address high-priority issues.
This document provides additional detail in two specific areas:
- Problem Resolution and Procedures
- Network and System Capacity
Problem Resolution
Magnolia Software provides round-the-clock (24 x 365) support for partners and is committed to rapid problem resolution. Escalation and case management procedures are clear and specific. This includes:
Case Management and Help Ticket Lifecycle
When partners initiate a support case with Magnolia Software, the following process takes place:
The partner’s help desk staff sends an email to support@MagnoliaSoftware.com .
Magnolia Software’s Remedy case tracking system automatically sends a response to the partner acknowledging receipt of the email. This immediate message includes a variety of helpful links to on-line troubleshooting, and alerts end users that they need to contact their appropriate support team for end-user assistance.
The case information is received in the Magnolia Software technical support queue.
Magnolia Software support reviews the case, determines if a ticket number needs to be assigned, and sets a priority for the case.
The partner is automatically notified via email of the ticket number.
If the case is marked as Severity 1 (see below) the entire support team can be mobilized to address that case.
A Magnolia Software support engineer follows up with partner via email or phone, depending on the situation, and works toward resolving the issue.
Magnolia Software’s Remedy case management system includes full Internet access. Partners can enter cases online, track status of open tickets, review recently closed cases, and locate pointers to solutions.
Severity Level Definition
In order to assign resources appropriately with Magnolia Software Support, each open ticket is marked with a severity rating. Higher priority tickets are worked first, so partners with urgent problems are assisted as rapidly as possible.
Severity 1: Urgent
These represent the highest priority situations, such as major portions of networks down, or customer servers off-line. In general, Severity 1 cases cause a large number of users to have problems connecting over the Magnolia Software network.
As soon as a case is marked Severity 1, the Operations Manager is paged and the support team starts to resolve the situation. If a customer system is involved, Magnolia Software contacts the appropriate escalation managers or technical staff at the customer site, and works with the customer to address any problems. Customers get hourly status on any open Severity 1 cases until that case is closed.
Should the support team exceed a two-hour window before working a Severity 1 case, the VP of Operations is automatically paged and the appropriate customer contact called.
Severity 2: Medium
These cases represent problems with a single server, a single end-user, client software problems, or other problems with limited impact on Magnolia Software customers. Magnolia Software support responds to Severity 2 cases within 24 hours, and works on these cases until they are resolved.
Severity 3: Low
Requests for information, billing issues, and documentation problems are assigned Severity 3. Magnolia Software support responds to these cases within 48 hours, and addresses them as appropriate.
Proactive Customer Monitoring
As part of ongoing customer support, Magnolia Software continuously monitors the health of every Magnolia SoftwareServer. Should a customer’s Magnolia SoftwareServer fail to accept repeated status requests, then that Magnolia SoftwareServer is identified as potentially at risk, and a support case is opened.
Specifically, Magnolia Software checks the health of each Magnolia SoftwareServer every 15 minutes and looks for 10 or more failed status requests in sequence. Should this happen, a Severity 1 case is immediately opened and the customer’s technical staff is contacted. (It is likely that the customer is not yet aware of a problem, making Magnolia Software the originator of the investigation.)
Several factors could cause a Magnolia SoftwareServer to be out of communication. These include customer network outages, downed server hardware, unscheduled maintenance, and offline Magnolia SoftwareServers. Magnolia Software Support works with the customer to locate and resolve the problem, and provide hourly updates if the situation persists beyond 2 hours.
Magnolia Software strongly recommends that all customers install backup (secondary) Magnolia SoftwareServers to provide continuous operation if a primary Magnolia SoftwareServer is down or offline. Redundancy at the customer site adds to the resilience of the Magnolia Software network, just as redundant network connections, VPNs and firewalls give a company additional ways to assure uninterrupted service.
Upgrades and Maintenance
Magnolia Software strives to improve its systems, infrastructure, and software. Partners can access current versions of all software products, including updates, on the secured partner portion of the Magnolia Software website.
Service Level Agreements
Magnolia Software offers Service Level Agreements (SLAs) to its larger customers. Please contact a Magnolia Software partner or sales manager for details.
Network and System Capacity
{Extended discussion of Magnolia Software’s network architecture, redundant infrastructure, fail-over capabilities, expansion plans, name-brand suppliers, etc}