Customer support process brief overview

Check out our support process description to know what to expect and how your requests are being handled by our Support Team.

Step 1: A ticket is created.

Tickets can be submitted from Modera Help Desk portal or via email (by writing to helpdesk@modera.com). Ticket can be created by you directly or by Modera team member on your behalf. Default ticket status is “Open” and default priority is P3. SLA pick up time is counted from ticket creation point.

Check out some advice on ticket creation

How to submit a bug description

Requesting new page creation

Requesting vehicle data update

Step 2: A ticket is picked up.
When ticket is picked up you receive notifications on task status changes. Each ticket is assined to one Support team member. At this point SLA pick up time stops and SLA resolution time count begins.

When insufficient data is provided, extra clarification is required etc., ticket is assigned back to Customer. At this point resolution time tracking stops as we cannot proceed without your input. Any additional information for the ticket should be provided in the ticket as a comment.

In case there is no Customer feedback within 30 days two reminders are sent out, 2 business days apart each.
In case there's no Customer feedback after two reminder messages ticket is closed as Inactive. Customer receives an email notification about it with closig reason specified.

At this stage Modera Support team member also validates the task type and priority based on SLA. Priority will define how fast the issue is treated.

Request types

Ask for help (IT Help) - Get assistance with general problems and system usage related questions.

Report a defect (Fault) - Report system fault or misbehaviour.

Recommend improvements (Improvement) - Recommended proposals for product improvements. Give feedback about Modera products.

Customer Specific Development - Request unique feature development to fit specific customer busness processes/needs

		Pickup task during business hours after it has been raised	Resolution time during business hours
P1	Blocker	4 hours	8 hours
P2	Critical	8 hours	16 hours
P3	Major	16 hours	80 hours
P4	Minor	40 hours	best effort basis
P5	Trivial	best effort basis	best effort basis

Step 3: The fix
Some issue are quick to fix. Some require greater effort. Here are some things to consider:

The fuller info on the issue you provide the faster we will identify the cause and fix it
Super urgent bugs that are not allowing you to use the system or affect a highly visible system area are treated as P1 or P2.
Improvement requests are assigned a P4 priority not because we think they are not important, but because we need to develop, test, and deploy new features. This takes time and we want to be sure updates go as smooth as possible.
When you request a very specific improvement targeted for your business only we call it a Custom Feature. When we receive such request we need to estmate the work required for it's deployment and provide estimation to you. Once approved on you side we start working on it.
We are trying to keep you informed on your requests status, but you can always ask fo additional information in the ticket.

And here's some advice on speeding up the fix: Having it done quickly

Step 4: Customer validation

When we are done with the fixing ticket status is set to Fixed and assigned to you.

If all is good, please let us know via short comment to the ticket so we can close it
If issue is not solved or solved incorrectly use Reopen button in the right part of the screen when viewing ticket in out Help Desk. We will take it back into work and get back to for validation or additional information.
If you need some other things done please open a new ticket

Step 5: Case closed!
If all is fixed and you are happy with the fixing we are closing a ticket.

Please view a more detailed process description with a flow chart check it out below:

Customer Support

Customer support process brief overview

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