Welcome to LogicBay Support

Overview

This document is an introduction to LogicBay Support and covers hours, contact information, and
standard support processes. Clients have their own Service Level Agreements that cover details
specific to that client. Individual SLAs supersede any of the basic support details provided in this
introduction.

Hours

Regular Hours: 7 AM to 7 PM Central Time
Critical Support hours: 24 hours a day, 7 days a week

Contact Us

Our preferred method of communication for support issues is via LogicBay Helpdesk Tickets. If
you do not yet have a LogicBay Helpdesk Ticket account, please email us at
[e-mail] for an account.

• LogicBay Helpdesk Ticketing System: http://logicbay.zendesk.com/
• Email: [e-mail]
• Regular Support Phone: [phone]
• Critical Support Phone: [phone]

Email to the helpdesk will create a ticket using the subject of your email as the title of the ticket
and the body as the content. The advantage to logging into the HelpDesk is that you can
add additional information, such as severity, type of ticket, and other metadata regarding your
request.

You can also copy other stakeholders when you email [e-mail] and they will be
added to the ticket.

Maintenance Windows

To ensure optimum performance, your site may need updates from time to time. To minimize
inconvenience to your users, LogicBay applies updates at times when your servers show the
least traffic. We will alert you to any upcoming maintenance via email.

LogicBay Support Process

Non-critical Issue Path to Resolution

1. Request is communicated to LogicBay and a ticket is created
2. If request is via phone, a ticket is created
3. Ticket is reviewed, and if possible, reproduced by LogicBay’s first level support team
4. More information is requested from the client (if necessary)
5. Ticket is assigned to the appropriate support team member (if beyond first level support)
6. LogicBay Support team resolves the issue
7. Resolution is placed on QA or Dev environments for testing (if necessary)
8. Resolution is tested by LogicBay QA
9. Client is asked to confirm resolution on QA or Dev
10. Resolution is promoted to Production
11. Client is asked to verify resolution
12. Ticket is closed

Reporting a Critical Issue

1. Determine if issue is critical by applying the following criteria:

• Server appears to be down or is showing error messages. (Check to make sure you can get to other  sites to confirm you are not having a local Internet issue.
• A critical function is not working that affects an entire group of users

2. Log a ticket in the LogicBay Helpdesk. Make sure to specify the severity level of Critical

3. Call the critical Support number. [phone]

Critical Issue Path to Resolution

1. A representative from LogicBay confirms receipt of the critical ticket directly with the
client. [Note: This is often done during the client’s call to the critical support number, but
in the case where our answering service takes a message, a call is made back to the
client as soon as possible.]
2. The issue is reproduced by the support team member who first receives the call.
3. If additional information is needed, the client is contacted.
4. The first level support team member then coordinates the efforts of resources necessary
to resolve the problem.
5. Periodic updates are made to the ticket and/or client. Specific time-frames for updates
and additional methods of communication (phone, email, etc.) can be requested by the
client to facilitate communication with all stake-holders on the client side.
6. Once a resolution has been achieved, the client is contacted by phone (if possible) and
asked to confirm before the issue is closed.