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Product Support SLA

SAPIENCE SUPPORT

 

Support Hours

Sapience Global Customer Center (GCC) provides 24 x 5 support excluding weekends.

 

Support Access

US Toll-Free Number: +1 877 670 8884

India Toll-Free Number: 000800402378

Sapience Customer Center (www.sapiencecustomercenter.com) access permission is granted to up to three (3) Customer resources for the purpose of opening, updating, and viewing support ticket(s) and for access to the knowledge base.

 

Support Workflow

Sapience tracks each support request received in the Sapience Global Customer Center (GCC). 

Request support via Sapience Global Customer Center:

  1. Login to www.sapiencecustomercenter.com
  2. Complete all the required fields.
  3. Once the support ticket is received by Sapience, an automatic email confirmation will be sent. This reply includes the ticket number.
  4. Customer may use the Sapience Global Customer Center to update the open ticket(s).
  5. Customers can track the ticket status at any point of time via Sapience Customer Center
  6. When the Sapience support team has resolved the issue, the ticket will be closed.

Request support via Toll Free Number:

  1. Call the toll-free number(s) to report a case.
  2. If the Sapience GCC support engineer is not able to answer the phone, the call will be directed to voicemail. The Customer can either provide a brief description of the issue in voicemail or leave a phone number for support to return the call.  
  3. The Sapience GCC support engineer will ask following details on the call
    1. Description of the issue
    2. If the Customer has already opened a ticket in Sapience Global Customer Center
    3. If the issue is affecting one or more user
    4. Description of the issue along with all supporting materials
    5. Suspected source of the problem, if known
  1. The GCC engineer will update the existing support ticket or create a support ticket based on the information collected on the call.
  2. Once the ticket is created, it will be visible in the Sapience Global Customer Center and an automatic confirmation with the ticket number will be sent via email to the Customer.
  3. When sending further information about the issue, Customer may use the Sapience Global Customer Center to update the ticket.
  4. The Customer can track the ticket status at any point of time via Sapience Global Customer Center
  5. When the Sapience support team has resolved the issue, the Customer will be updated, and the ticket will be closed.

 

Support Tickets Report

Reporting is available with all the open/closed tickets for the past one year is available in the support center database.  The Customer can request the report by opening a ticket within the Sapience Customer Center

 

 

Sapience Support SLA

 

Severity Level

Definition

Response

Additional Comments

Severity
1
(Blocker)

A Severity 1 (blocker) issue represents a bug that prevents the Customer from executing one or more critical business processes with no workaround.
The customer shall remain available for troubleshooting from the time a Priority 1 issue is logged until such time as it is resolved.

Within 60 minutes of receipt of the case

Customer will be notified by email of the status changes every four (4) business hours until resolved or until the next steps are provided

Severity 2
(Critical)

A Severity 2 (critical) issue represents an issue that disrupts important business processes where the available workaround causes significant inconvenience to the Customer.

Within four (4) business hours of receipt of the case

Customer will be notified by email of status changes

Severity 3
(Major)

A Severity 3 (major) issue is an issue that may disrupt important business processes where a workaround is available, or functionality is not imperative to the customer’s business operations.

Within eight (8) business hours of receipt of the case

Customers will be notified by email of status changes

Severity 4
(Minor)

Severity 4 A Severity 4 (minor) issue is an issue that does not have a significant impact on the Customer’s business operations.

Within twenty-four (24) business hours of receipt of the case

The Customer will be notified by:
email of the status changes