As a DRVS user, have you ever wondered...
Who will answer my support question today?
How long will it take to get a resolution?
What if I need more help?
Azara Support is a department filled with product support specialists who want to help you make the most of your DRVS experience. The Azara support team is broken into two areas - application support and technical support. Below describes how we handle the questions and issues that come in from DRVS users so everyone can better understand the lifecycle of a support ticket.
Who will answer my question?
Step One: Your support ticket is assigned a tier.
Step Two: The ticket assignment
Of course, there are exceptions; Our support team members go on vacation, or our amazing customers are so engaged they open a lot of tickets. In those cases, we spread out the work, and periodically, we need to reallocate assignments based on the overall volume and load distribution.
How long will it take for my issue to be resolved?
If you have been to one of our user conferences, you know we LOVE our customers! We WANT to solve your issue in minutes! However, DRVS and the infrastructure that extracts and processes your data is complex (that is why you can get all the information you need from it!), and we want to give you the right answer the first time.
In general, a Tier One issue is resolved within a few days, a Tier Two issue is resolved within a couple of weeks, and Tier Three may take up to a month or more, depending on whether engineering or product modifications are required.
What if I need more help?
There are three main reasons why a center may need additional assistance on a ticket:
Though each situation is unique, Azara has a variety of ways to make sure you are fully prepared and trained to utilize all the functionality in DRVS:
If you discover your mappings need a little extra attention, we can suggest strategies to keep your data healthy. Start by viewing the healthy data webinar. Depending on your specific needs, we will work with you to make sure you are comfortable and understand where your data is coming from and what your mappings look like.
If you need to escalate an issue or have further questions about the resolution that was given, please contact any of the support team leads or Colleen McIntyre (all contact information listed below). When a ticket is closed, we send a survey for feedback; We also welcome direct feedback and follow-up.