Support
Support response targets
Each time we receive a support request, our support specialist prioritizes it into one of four severity levels.
Severity 1 issues are most critical and cover situations such as halted business operations or production data at risk of loss. Additional time for lower severity issues allows Managry support to provide the most appropriate response for the customer-specific situation.
| Standard support | ||
|---|---|---|
| Severity | Initial response time | Ongoing response time |
| 1 - critical | 1 business hour | 2 business hours |
| 2 - high | 4 business hours | 1 business day |
| 3 - medium | ||
| 4 - low | ||
| Premier suport | ||
|---|---|---|
| Severity | Initial response time | Ongoing response time |
| 1 - critical | 1 business hour8 hours outside business hours | 1 business hour8 hours outside business hours |
| 2 - high | 2 business hours8 hours outside business hours | 2 business hours8 hours outside business hours |
| 3 - medium | 1 business day | |
| 4 - low | 2 business days | |
Managry's business hours are from 8 am to 5 pm Central European Time (UTC+1:00 in the winter and UTC+2:00 in the summer), Monday through Friday, excluding national holidays.
Support severity definitions
Severity level specifies the relative impact of an issue on your business operations. Managry support uses the following severity level definitions to classify issues:
Severity 1 (critical)
- Service not available
- Critical functionality not available
- Production data at risk of loss or corruption
- Business operations halted
Severity 2 (high)
- Critical functionality not available
- Serious performance issues affecting business operations
Severity 3 (medium)
Non-critical loss of software functionality
Severity 4 (low)
- Usage questions
- Suggestion of future enhancement
- Minor loss of application functionality
We
support
Basic product functionality and usage
Managry experts will answer your "how-to" questions related to standard and intended product usage.
Configuration issues
Support for configuration includes troubleshooting configuration settings to ensure proper operation.
Product defect verification and reporting
Troubleshooting usage or issues with products.
Diagnosis
Providing guidance in connection with the identification of nature and cause of certain software behavior.
Installation and upgrades
Providing guidance in connection with installing the software and updates. Troubleshooting installation and upgrade issues.
We don't
support
Altered or modified software
Altered or modified software is not supported unless altered or modified by Managry. However, if the modification can be removed for troubleshooting, Managry will provide support as usual.
Uncertified environments
Client software running in a non-certified environment (for example, too old Android version, or incompatible web browser) is not supported. However, Managry will work with you in an attempt to isolate the problem.
Third-party extensions and integrations
If the third-party software is not suspected to be the cause of the issue, Managry will work with you in an attempt to resolve the problem.
Support best practices
Learning from our experience with small and medium-size business customers, your return on investment is maximized by proactive use of the support service.
Preventing problems is far more cost-effective than reacting to and repairing them.
The following best practices and recommendations can assist you in getting full advantage from Managry support. Specific advice on recommended tools, solutions, and practices is provided through support requests.
Prevention
Manage capacity and availability
If your systems are going to succeed, their capacity and availability must be monitored, analyzed, understood, and reported continually. Use IT infrastructure monitoring system to ensure that networks, internet connection, name resolution, and other components of your infrastructure behave as intended. Monitor CPU, disk space, memory, and processes on systems where Managry products are deployed or integrated to get insight into how the service systems behave given specific work patterns and varieties.
Determine root causes
One way how to improve the long-term benefits gained from Managry software is to diagnose the root causes of selected outcomes. The selected outcome can represent issues with a product, the impact of a workflow change, or performance indicators used to track business objectives. It is more effective to prevent problems by integrating root cause analysis activities into daily operations than detecting defects a long time after they have been introduced.
Train and educate
Be diligent in developing skills and knowledge of your users and system administrators. Many skills can be imparted through informal means such as software demonstrations, manuals, or workshops. The cost of such activities is negligible compared to the cost of downtime or missed improvement opportunities. Experienced administrators are much more effective in cooperation with support.
Manage configuration
Things change. New services appear. Hardware breaks, new components are deployed. To establish and maintain the integrity of your systems, use automated provisioning, configuration, and orchestration. Use versioning to control infrastructure changes and mark baselines. Move away from performing manual administrative tasks and writing one-off scripts.
Incident resolution
Speed up the troubleshooting
A well-written support request enables Managry engineers to speed up the troubleshooting significantly. A support request should include configuration details, such as web browser and Android versions. Include details about the latest changes made to the system, any found workaround, and the steps already taken in an attempt to resolve the incident. Chances are, we already have a solution for you!
Identify workarounds
Restoring the service to the users as quickly as possible is the first step in solving an issue. Quickly bypassing a recognized problem to deal with its urgency gives time to find, implement, and verify a permanent solution.
Assign appropriate resources
System administrators integrating Managry products should be experienced in the network, operating system, and applications in your environment. Knowledge, interpretation, and manipulation of the broader services environment are often required to deliver the most benefits from integrating our software.
Validate the resolution
The objective of the incident resolution is to provide confidence that the complete solution will deliver expected outcomes and value for you within agreed constraints. Plan and perform a structured validation that provides objective evidence that the resolution supports your business requirements.