1. Platform Uptime
The alert and reporting systems implemented in the Storyteq Platform allow us to guarantee a 99.5% monthly uptime and prevent issues before they affect users. For more information, see our Service Level Agreement.
2. Support Process
All client questions are addressed during the onboarding process to the dedicated Customer Success Manager (CSM). After the onboarding is completed, all inquiries come through the Support Team via the Help Center.
Our Help Center is available for all platform users and accessible via the Support tab on the Platform. It has different sections where clients can learn about the products, find answers to questions and submit requests.
Support also can be contacted by email at email@example.com.
Our Support agents are available for all inquiries and uphold high response and resolution targets. In case of escalation, dedicated development power is available for resolution.
3. Support Operating hours
At Storyteq, we deliver the best support possible, addressing every inquiry in the best way possible and within a reasonable timeframe.
Our standard operating hours are:
Monday from 09:00 to 23:00 (CET)
Tuesday from 09:00 to 23:00 (CET)
Wednesday from 09:00 to 23:00 (CET)
Thursday from 09:00 to 23:00 (CET)
Friday from 09:00 to 23:00 (CET)
4. Standard Response times and Resolution Targets (based on standard operating hours)
Our main goal is to provide the best experience for our customers with the received support tickets. We know the importance of replying with relevant and on-time information. We will do our best to comply with the Resolution Targets, although some requests might take longer.
Issue types and Priority
First Response Times
< 2 hours
< 24 hours
< 4 hours
< 48 hours
< 8 hours
< 72 hours
< 12 hours
< 96 hours
Feature request or Suggestion
< 12 hours
< 96 hours
*We define resolution as the answer that allows our clients to set correct expectations for the question asked in the initial request.
5. Issue Priority
We aim to provide the best and most transparent service possible, that is why we would like to explain the issue priority:
Blocker: Storyteq services are inoperative or unusable.
Critical: Storyteq services are partially inoperative, and no workaround is available. Critical impact on normal business operations.
Major: Storyteq services are usable with limited functions.
Minor: Storyteq services are available, but the problem has been identified, and correction is required.
Feature or Suggestion: Storyteq services are usable and functioning correctly. A Customer has suggested a change or enhancement.
Prioritization is based on the severity of the issue. Critical issues are getting the highest priority and come first. With the tickets of the same importance, we follow the natural flow (first in, first out).