Cloud Contact Centre Support Services
Cirrus Service Management is based on Information Technology Infrastructure Library (ITIL). Our processes are designed to help Cirrus deliver services to meet specific customer needs for functionality and ensure return on investment. We consistently measure our performance and provide contractual commitments to our customers based on meaningful metrics. Most importantly, we actively look to build a partnership with our customers to ensure that we are aligned with, and helping you to achieve your objectives.
Cirrus services are supported 24 hours a day, 365 days a year. There are 3 levels of support customers can opt for:
- Fully Managed Service – 24/7
- Fully Managed Service – Business Hours
- 2nd Line Support – Business Hours
Customers access our support teams via the phone or by emailing the Support email alias. Once contact had been made, a member of the team will raise a support case for the customer.
The standard support office hours are 8:30am to 5:30pm, Monday to Friday (excluding bank holidays) in which the team will endeavour to answer the call within 3 rings (9 seconds). If the call is outside of standard business hours, the caller will be asked to call back during business hours and given the option to leave a message. Cirrus support email service level is 95% of emails responded to within 3 hours during Business Hours.
Customers can be given their own Emergency Number which should be used only if the call is regarding a complete service outage. This number may be used anytime day or night and depending on their support contract terms.
Once the call is answered, the Cirrus support team will log the incident in our CRM system to ensure the Case is managed effectively. All customer updates and resolutions must be logged on the case. The Cirrus support team will use the information generated to create management reporting.
Our customers rely on us to provide them with highly reliable services and we endeavour to provide near perfect performance 100% of the time, through careful planning, redundant systems and careful monitoring; however as with any software or hardware related service sometimes issues can arise.
Our Service Level Agreement covers services provided directly by the Company. It is limited to the equipment, software and network infrastructure that the Company has direct control of. Services provided by third parties are not covered by this SLA.
We provide a monthly service uptime guarantee to the Customer as follows:
- Core TDM Network availability: 99.999% average uptime
- Core IP Network: 99.99% average uptime
- Web Services: 99.9% average uptime
Cirrus will need to perform planned or emergency maintenance and upgrades from time to time. Customers will be informed of planned maintenance at least 48 hours prior to the planned maintenance window. The Customer will be informed of emergency maintenance at least 3 hours prior to the emergency maintenance window. Wherever possible, both planned and emergency maintenance will be scheduled for out of normal working hours, from 19:00 to 05:00 weekdays or at weekends, or whenever network demand is at its lowest. We will alert the Customer to either planned or emergency maintenance via email.
Service Delivery Reviews
Our customers benefit from regular Service Reviews which range in frequency from monthly to quarterly, according to the customer’s needs. This provides an opportunity to review issues affecting the performance or the perceived performance of the Cirrus Services and to ensure that our solution is driving operational excellence within the organisation as part of our Continuous Improvement methodology. The review will consist of a range of topics and metrics such as:
- Operational Review
- Invoice Review
- Delivery Fulfilment
- Scorecard Performance
- Review of Critical Incidents/Problems
- Focus area for review – (i.e.: Trending, Change management, etc.)
- Customer Satisfaction Analysis & Trending
- High Visibility Project Review
- Customer Change and Outlook
In addition to Service Reviews, Cirrus can carry out workshops for Customers who would benefit from additional training or expertise to ensure they get the most out of our technology.