Home/[Overview] Seeing Machines 24/7 Ticket Priorities and Service Standards

[Overview] Seeing Machines 24/7 Ticket Priorities and Service Standards

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Purpose

Seeing Machines Support is committed to ensuring our clients have a positive experience with our products and services.  We do this by providing professional, accurate, and efficient technical support 24 hours a day, 7 days a week.  To assist us to provide the best quality support to our clients, it is important that our Clients know the time frames for response and resolution of their technical issues.

This article outlines the Service Request Priorities and Service Standards assigned to those once a Zendesk ticket is raised.


Audience

  • Direct Customers
  • Distributors
  • 24/7 Support Tier 1 and 2
  • SM Operations Managers
  • Director of Field and Technical Operations
  • Director Account Management
  • Field Quality Support Managers
  • Guardian Center

Ticket Priorities and Service Standards

Seeing Machines Support uses Zendesk as the ticketing system to action and track requests for support from our Clients.

Tickets can be raised via:

  1. Email to Support@seeingmachines.com.
  2. From a telephone call.
  3. Via a chat.
  4. Directly via https://seeingmachines.zendesk.com.

This Service Standard assumes that Guardian Live is available.  If Guardian Live is not available, we will communicate the issue and resolution times with you.

 

If multiple tasks are submitted on the same ticket, the longest Service Standard may apply.  Seeing Machines reserves the right to ‘split’ the ticket to assist in allocating the task appropriately.  We request that FIP requests be submitted separately as these are actioned by the Guardian Center Team.

A detailed description of each priority and the tasks associated with them is outlined later in this article.

Note: For all requests related to creating or editing fleets, editing vehicles, moving vehicles within fleets, reports, event emails, configuration files, or user information, a GMD MUST be provided before the work can be carried out. Service Standards are not enforced where the required documentation is not provided.

Customer Response Times

Sometimes SM may require additional information or clarification from the requestor before the ticket can be actioned/completed.  Our Service Standards are independent of Customer Response Times as we are unable to control the response from the requestor. Seeing Machines has built-in automated email reminder notifications for tickets where we are awaiting an update from the Customer. The timeline for the reminder notifications and eventual ticket closures are as follows:

Urgent and High Priority Tickets

  • Follow up reminder notification after 48 hours, if no response.
  • After 14 days with no response, there will be a final follow-up, indicating the ticket will be solved due to inactivity.

Normal and Low Priority Tickets

  • Follow up reminder notification after 14 days, if no response.
  • After 30 days with no response, there will be a final follow-up, indicating the ticket will be solved due to inactivity.

Urgent Priority requests are allocated <2 hours for action or completion. This priority is related to tasks where immediate action is required due to time-sensitive tasks or issues. This priority is also used when significant impacts to the service are experienced. Requests for this Priority include:

  • At Vehicle Technician Support Requests – Requests for support whilst a technician is at the vehicle (includes Vehicle Visits and requests for a configuration file).
  • Guardian Installations – Requests to allocate a Guardian system into a new vehicle (in Guardian Live).
  • SM Support Voicemail Call Backs – Instances where a technician had to leave a voicemail with the Support team due to all Support agents being on other calls.
  • Guardian Live Outages or Issues – Tickets where Guardian Live (Web or Windows) is not responding or an issue has been identified (bug)
    • Note: Software bugs may not always be corrected until the next Guardian Live release.  This exception will be made clear in the ticket as it progresses through troubleshooting.
  • Data Breach Notification and Mitigation – Tickets notifying of a Data Breach.

High Priority requests are allocated up to 24 hours for action or completion. This priority is primarily related to tasks completed in the Guardian Live platform and for tasks that require a high level of attention to ensure quality and accuracy. Requests for this Priority include:

  • Account Information Change Requests – Requests to amend an account or site’s information in Guardian Live (e.g. a change in UTC time offset, name changes, etc) – GMD required
  • Extended Data Recording (EDR) Creation Requests – Requests to create a video and report from extracted Guardian eod’s/mp4’s
  • Event Notification Email Management – Requests to create, modify or disable an Event Notification email rule – GMD required
  • Reporting Requests – Requests to create, modify, or disable daily activity, diagnostic, or weekly reports and/or requests for an export of a Guardian Live report – GMD required
  • Guardian Live User Management – Requests to create, modify, or disable Guardian Live users – GMD required
  • Guardian Live Vehicle/Unit Management – Requests to create, modify, monitor, or un-monitor a vehicle and/or move a Guardian unit from one vehicle to another
  • FIP Changes – Requests to create, modify, or delete FIP(s) or FIP contacts – GMD required
  • Guardian Center Event classification/reclassification – Requests to review and/or change a Guardian event classification.
  • Requests for a ‘copy’ of a configuration file due to a change or for delivery to a 3rd party (the task requires GMD to validate existing customers config records)
  • Troubleshooting – Requests for technical support regarding an issue being experienced with Guardian.

Normal Priority requests are allocated up to 48 hours for action or completion. This priority is related to tasks where the process is not to be expected to be completed quickly, are complex, need a high level of attention to ensure quality and accuracy and are not impacting the normal operation of Guardian. Requests for this Priority include:

  • Configuration File Management – Requests for Guardian unit over the air (OTA) configuration file parameter changes – GMD required
  • Software OTA Request – Request to update a Guardian unit’s software over the air
  • RMA – Action to initiate RMA after Troubleshooting identified a hardware issue that may be covered under warranty.

Low Priority requests are allocated >48 hours for action or completion. This priority is related to tasks where immediate resolution is not expected. Requests for this Priority include:

  • Site Creation Requests – Requests to create a new account, site/fleet in Guardian Live – GMD required
  • Message Queue/API Request – Requests for a new Message Queue be created, an account or fleet to be added to an existing message queue, new user access to the API and/or adding an account or site to an API users access list
  • End of Assessment reports – Requests to create an ‘End of Assessment’ report
  • Training Communication Portal (TCP) Query- Requests to create, modify, or disable a TCP user; reports of issues with training materials and/or issues with Knowledge Base articles
  • General Enquiry – General questions that fall outside the established categories listed in this document
  • Escalated Troubleshooting – Instances where an issue or troubleshooting investigation requires Tier 2 or Tier 3 intervention. This can include SM Engineering teams. Issues that are escalated to Tier 3 typically require in-depth investigations and may take up to 3 weeks for action or resolution.

RMA/Warranty Service Standards

Seeing Machines offers 12 months warranty on our hardware.  The warranty commences from the date the Guardian System first registers to the Guardian Live network (this is known as the registration date).  This can only happen when an Guardian Installation Technician completes an install, the system is authenticated, and is communicating to Guardian Live via an active SIM.

Guardian Center Event Response Service Standards

The Seeing Machines Guardian Centre is responsible for classifying all Fatigue, Distraction and FOV events detected by customer vehicles.  The Guardian Centre response standards are as follows

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For any questions or concerns, please contact Seeing Machines support by phone at

USA: +1 855 463 9470

Australia: +61 1800 343 893

New Zealand: +64 9 870 2817

Mexico: +52 55 7946 8798

EMEA: +44 808 164 5774

South America: +56 800 719 947

South Africa: +27 11 076 8622

or by email at support@seeingmachines.com

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