Support Overview. The Demandware support model follows a 3-tier industry best practice to effectively handle inquiries at all levels. The table below outlines the support structure and escalation flow to address simple end user inquires to more complex technical issues requiring Demandware expertise. Level Support Group Description Level 1 Customer Service Customer Service is the initial contact point which all end users of the site log their issues or questions. The function of this support level is to provide the primary communication channel for end-users as well as lo provide basic inquiry handling. Customer Service personnel isolate eCommerce platform issues from other types of user inquiries and escalate them onto the Solution Support team. Responsibility: Customer or designated 3rd party. Level 2 Solution Support The Solution Support team is responsible for all inquires and issue resolution related lo the custom application deployed on the Demandware platform. This team is staffed by Demandware trained personnel and is typically provided by the same organization which was responsible for the deployment. This could be the customer’s internal IT staff, a Demandware certified partner, or directly by Demandware for a fee. This group is authorized to engage Demandware Product Support team for additional assistance in resolving product related issues. Responsibility: Customer or designated 3rd party; or Demandware if Solution Support option is contracted. Level 3 Product Support Product Support is provided by Demandware to authorized, designated contacts trained or certified on our products. The Product Support team has ultimate responsibility for problem resolution of the Demandware platform and manages all technical escalation into Demandware engineering via support processes. Responsibility: Demandware.
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Support Overview. The Demandware support model follows a 3-tier industry best practice to effectively handle inquiries at all levels. The table below outlines the support structure and escalation flow to address simple end user inquires to more complex technical issues requiring Demandware expertise. Level Support Group Description Level 1 Customer Service Customer Service is the initial contact point which all end users of the site log their issues or questions. The function of this support level is to provide the primary communication channel for end-users as well as lo provide basic inquiry handling. Customer Service personnel isolate eCommerce platform issues from other types of user inquiries and escalate them onto the Solution Support team. Responsibility: Customer or designated 3rd party. Level 2 Solution Support The Solution Support team is responsible for all inquires and issue resolution related lo the custom application deployed on the Demandware platform. This team is staffed by Demandware trained personnel and is typically provided by the same organization which was responsible for the deployment. This could be the customer’s internal IT staff, a Demandware certified partner, or directly by Demandware for a fee. This group is authorized to engage Demandware Product Support team for additional assistance in resolving product related issues[**]. Responsibility: Customer or designated 3rd party; or Demandware if Solution Support option is contracted. Level 3 Product Support Product Support is provided by Demandware to authorized, designated contacts trained or certified on our products. The Product Support team has ultimate responsibility for problem resolution of the Demandware platform and manages all technical escalation into Demandware engineering via support processes. Responsibility: Demandware.
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