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CaliberMind Customer Support Policy

V1.2 Last updated May, 2021

The purpose of the support policy is to provide guidelines and reference information that you will need when requiring support from CaliberMind. Specifically, our goal is to provide an overview of support and to help you utilize support effectively.

Please review this handbook carefully. It contains important information regarding your CaliberMind support.

Support Pledge

CaliberMind’s pledge is to use our years of experience in the industry to deliver services for your benefit. The people in our Customer Support Center are dedicated, experienced, and skilled professionals who aim to ensure your satisfaction each time you call or email us for support. They are eager to help you in all facets of support whether it be solving your problems or answering your questions. Their goal is to ensure you operate productively and effectively to maximize your investment in our messaging services.

Support Overview

Our support is intended to supplement your skills in the use and operation of our services. As such, you have access to support professionals for help with services specific operational issues. You may receive support through one of the following ways, depending on the nature of the request and if you are part of a managed support plan.

  • Email support
  • Video call support
  • Online ticket submission
  • Access to online knowledge base at docs.calibermind.com
  • Account administration
  • Notification of system outages
  • Training on service and self-help tools
  • Problem analysis and resolution

Our Customer Support Center comprises a team of individuals who work together to provide dependable and timely resolution to your inquiries. For complex problems, our team has access to the experts in our Development, and Management teams. Therefore, you have access to the right level of our expertise when you need it.

Maximizing your Support Interaction

Your technical contacts should be knowledgeable of your operating environment in order to help resolve issues. As such, they have an in-depth understanding of the CaliberMind service and are comfortable with application usage enabling them to support your business processing.

How to Reach a Support Representative

E-mail

To reach a support specialist by email, please send an email to [email protected].
It is critical that your correspondence be directed to that email address, not to an individual’s e-mail. Sending your correspondence to the correct e-mail ensures that your request for assistance will be handled promptly and in accordance with our policies and practices.

When your issue is received by our contact center, you will receive a notification email confirming receipt. If you wish to follow up on your issue, it is strongly recommended that you reply using the same subject line. In addition to using the reference number in the subject line, it is critical to send your message with support as the ‘To’ recipient and not as a ‘Cc’ recipient.

Knowledge Base

CaliberMind has an extensive knowledge base covering setup, connectors, dashboards, administration, and more. You can access all this documentation at https:\\docs.calibermind.com.

Video Call

Some issues may require that a customer support specialist work directly with you and potentially see examples of your screen. They may send you a video link as part of the support process along with a meeting invite.

Slack

For customers on managed service plans, CaliberMind runs a dedicated support slack channel in which you can notify our team about issues and problems you are seeing. The goal of the channel is to provide a convenient location to talk with CaliberMind and check on possible open issues. Slack does not provide any tracking or direct escalations and should not be used for critical support problems.

How to Report a Problem

Be sure to include the following information as appropriate when you contact us:

  • Company name
  • Contact name
  • Contact phone number
  • Contact e-mail address
  • Submission method
  • Ticket number, if applicable
  • Date and time the event occurred or data was sent as accurately as possible
  • Detailed description of the problem
  • URL, if applicable

Before contacting support, please take the necessary steps documented below. These steps are critical to solving problems, answering questions, and addressing issues quickly. Preparing for contact with support will help ensure that the support specialist has the information required to troubleshoot the issue.

Define the problem: Be as specific as possible by providing details and clearly articulating the problem.

Gather information: Error messages, notifications, alerts, etc. serve as vital information in the problem-solving process.

Reporting a Suspected Security Incident or Data Breach

CaliberMind treats any and all suspected security or data-breach incidents as a Severity level 1 priority. All incidents are also managed by CaliberMind’s Incident Response plan. If you suspect a security or data incident please highlight this issue directly on the ticket or email. The Incident Response Team (IRT) lead will reach out directly for further information on the systems and platforms involved and the type of suspected breach.

How the Support Submission is Acknowledged and Assigned

Whether you submit your request via the form on the web, email us or telephone us, you will be assisted by a support specialist who will make every effort to respond to your request per the guidelines below. Our initial response to your inquiry might resolve your request for support or it might form the basis for a more in-depth investigation. If more in-depth expertise is required, your support specialist will escalate the issue to the department or team member having the required expertise.

How Support Prioritizes the Issues Based on the Problem’s Severity Level

Once a support specialist analyzes the issue, he or she will assign a severity level to the problem based on the information you provide. This severity level helps drive the prioritization of issues in our Support organization. As such, the severity level is assigned with great care so that support specialists are solving the most severe issues first and foremost.

The following table provides a description of severity:

Severity LevelDefinitionInitial Response/Escalation
1Service impairment impacting all core systems and all users< 30 minutes
2Service impairment impacting an entire core system or an entire organization< 1 hour
3Service impairment impacting a portion of a core system or a portion of an organization< 8 hour
4Service impairment impacting a single user or a vendor system< 24 hour

How Support Responds to Technical Questions

Support specialists are available to research and respond to your issues and questions. They may provide assistance by discussing the issue with you, referring you to the appropriate documentation, or helping you access the self-service section of the Knowledgebase.

How to Escalate an Issue

Our emphasis on achieving superior support cannot be overstated. You may request an escalation at any time. If you believe we are not honoring our policies and practices or meeting our commitments, you may ask to speak with the manager or escalate to the head of Customer Success.

If the manager determines that the support staff is not following policies and practices or failing to provide adequate support, the manager will ensure that the issue receives prompt attention and proper focus

Optimizing your Internal Efficiency

To boost your staff productivity and effectiveness with CaliberMind, you need to ensure your staff has the skills and training to operate the services within your environment. The following section outlines responsibilities that will help you plan for and assign your staff’s daily tasks and projects.

Training

Our standard training session, which is included in your setup, is a one-time session conducted over the Web. During this session, a support specialist will review basic screens and functions in the application. We encourage you to cross-train personnel to prevent any problems created by sudden staff unavailability. If you hire new staff, you are responsible for training them on how to use CaliberMind and how to engage CaliberMind support.

IT Infrastructure

It is your responsibility to configure, monitor, and maintain an IT infrastructure (computer, operating system, communications network and software, printers, integration into backend systems, etc.) that enables connectivity. An IT infrastructure is not considered part of our service offering; therefore, we do not have the in-depth technical skills to diagnose IT infrastructure problems. When we diagnose the problem to be specific to your IT infrastructure, we will refer you to vendors or your IT staff for technical support. We can assist you with troubleshooting some configuration issues by providing logs and network traces.