Customer Support
Our Customer Support (a.k.a Reactive Support or Standard Tech Support) responds and resolves product-related troubleshooting.
As stated in our signed Key Terms and General Conditions - we re-invite you to refer to paragraph 9 and Service Commitment’ definition - EVA will use its reasonable endeavours to maintain the Software and to allocate the number of Support hours in the Order Form.
Our team is available for you between 9am and 5pm Monday-Friday London time.
Outside of these hours, we offer best-efforts support from other team members such as developers and senior management with technical training.
Depending on the agreed license, users of EVA benefit from different time, channel of communication and level of services:
TYPE OF SUPPORT | LIMITED | STANDARD | PREMIUM |
Incident creation channel | Email only | EVA Service Desk | Messenger (Slack / Teams) |
Business Hours | CET 9-5PM | CET 9-5PM | CET 9-5PM |
Expected Response Time | 24 hours max | 8 hours max | 2 hour max |
Support level | Customer Support L2+ | Customer Support | Customer Success |
We will notify you on:
the severity / categorisation and its escalation;
expected time to resolve your request;
any updates and the issue ticket;
will mark it as closed once you are notifying him it is solved.
Please see below table for an overview and full details of our categorisation and escalation process:
ESCALATION / SEVERITY | EXPECTED RESPONSE TIME | EXPECTED TIME TO RESOLVE | EXAMPLES |
Level 0 Self-Service | N/A | N/A | An article is available to handle the inquiry |
Level 1 Low | 1 hour | 1-10 days* | Small issue in one part of the system that has a workaround (e.g. a button does not work) |
Level 2 Severe | 1 hour
| 1-5 days* | One significant part of the system or process is not working (e.g. chatbot is not responding) |
Level 3 Critical | 1 hour | 1 day* | The whole system is down e.g: You are unable to log in |
If the issue is caused by one of our 3rd party partners (e.g: mail & VOIP services, CV parsing or import, or any other integrated vendor software), the expected time to resolve depends on 3rd party SLA. Problems or requests are forwarded to these partners’ support services and monitored by EVA for fixes or implementation.
Level 0 / Tier 0 Support
Level 0 is our self-service articles and FAQs available via your Intercom chat within the platform and our Wiki. It allows you to access and resolve information on your own rather than contacting a representative for a solution. We offer rich self-service customer support articles and FAQs. Tech-savvy users today prefer solving his/her own problems without human interaction, when possible.
Level 1 / Tier 1 Support
This first tier support level is responsible for low severity issues i.e you are able to keep working.
Your specialist gathers as much information as possible and determines your issue by analyzing the symptoms and figuring out the underlying problem.
User name, feature name, candidate/employee/contact name, error or warning message displayed on the screen, screen shots, any data used by you or any sequence of steps used by you, etc. This information is recorded into our issue tracking system.
It is important for you to explain what you are trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem.
Once the identification of the underlying problem is established, your specialist can begin sorting through the possible solutions available.
In this LEVEL 1 group, we typically handle straightforward and simple problems while possibly directing you to our knowledge management tool.
Your specialists have a good understanding of our product or automation services, but may not always have the competency required for solving complex issues. Internal escalation to Level 2 Support is happening, when the issue is not resolved.
Level 2 / Tier 2 Support
This support level is responsible for solving technical problems of high severity (someone is blocked in his/her work) and for investigating escalated issues by confirming the validity of the problem and finding solutions related to these more complex issues.
The tier 2 level support tickets could take a comparatively longer time to resolve
and that maybe because of the complexity of the problem.
The technician will prioritize the troubleshooting process and properly manage expectations regarding time to solve the problem. If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for escalating this issue to the Tier 3 technical support.
Level 3 / Tier 3 Support
This support level is responsible for solving technical problems of critical severity i.e everyone in your organisation is blocked from working.
This is the highest level of support and is responsible for handling the most difficult or advanced or urgent problems. This is handled by our DevOps, Lead Developer or CTO.
Important
Whilst EVA will use its reasonable care and skill in the provision of data processing and Support Services, the Client is exclusively responsible for controling the use of the Software and your data.
If a reported problem is found upon investigation to be due to incorrect operation on your part or unauthorized changes of the Software, such investigation shall be at the Client’s cost as per the rate card.
If a reported problem requires Customer Success, Professional Services or Training, your representative will seek your approval to either account the hours as part of your Support fees package in your Order Form or bill you the extra hours as per the rate card.