Support Case Management

Opening a Case

If you encounter a problem with your systems, please call us at +65 6100 2788 Ext.501 or submit a case to us via our Customer Support Portal.

Submit a description of the problem and necessary additional instructions regarding your case. Open a separate case for each identified problem. For our technical support engineers to be able to respond timely and diagnose your problem accurately, your designated contacts reporting the problem or working with us on the problem are required to provide us with detailed information such as product, version, logs, screenshots, transaction number, document number/ID to expedite the case diagnostics process.

Severity Levels

When you report a problem to us to open a case, please set the initial severity level for that problem based on our case criteria. As the case progresses, we will inform you if the problem no longer fits the originally assigned severity level definition.

We will contact and advise you before adjusting the severity level. Your feedback regarding any adjustments is important to us. We will provide advance notice for adjustment of the severity level of the problem. However, if we are unable to contact you despite repeated attempts, we may temporarily adjust the assigned severity level and case status while waiting for your response.

Case Management

Case management is broken into several key activities.

As first activity, we acknowledge (Acknowledgement) that you have communicated your problem to us via phone or support portal. Acknowledgement time frame is per the initial response time in your Support Services plan. We will verify your entitlement to receive Support Services, and will note the Severity Level you assign to the problem.

Once you have opened your case via our support portal, a unique Case identification Number will be assigned. Our Technical Support Engineers will follow-up and contact you (Initial Response).

Our Technical Support Engineers' Initial Response and follow-up response activity and time-frame will be based on your subscribed Support Services plan as well as the Severity Level assigned to the problem or any subsequent changes made to the Severity Level.

In Severity-Urgent Cases, we will focus our initial efforts on Service Restoration. After your application/system has been restored, we focus on Solution Delivery. Please assist us in meeting our timing goals for Service Restoration and Solution Delivery by responding in a timely manner and providing us with any information that we may reasonably require.

Our ability to meet the Initial Response, Service Restoration, and Solution Delivery goals may be negatively affected by (i) delays caused by you; (ii) delays caused by network, system or telephone line problems, outages or denials of service; or (iii) other similar issues or events beyond our reasonable control. Please note that the goals stated generally apply where we are already aware of Workarounds or Fixes available to address to the Problem. These goals may vary, where the problem you have identified is new for us, and the Vendor(s) Engineers need to modify the product(s) or develop a new Fix.

Case Closure

In general, we will close the case upon your confirmation that our recommended and delivered solution has resolved the Problem.

We may also close your case under various circumstances such as where: (a) you advise us that you no longer require the case to remain open; (b) we mutually agree that the problem is not caused by the products; (c) you do not respond to us after we have repeatedly tried to contact you; (d) we mutually agree to close a Case; (e) you have reported a product's issue and we have advised you to download a current or future patch or Software Version Upgrade that we believe will resolve that product's issue; (f) we make a good faith determination that the problem is likely not resolvable even with additional time and resources; (g) we determine that your product(s) is operating in accordance with its documentation; (h) where we will, in accordance with our processes, determine that your suggestion for a new feature or enhancement to the product(s), may be included in a future Software Version Upgrade; or (i) other circumstances in accordance with our support processes. If you need further assistance on an issue/problem after we have closed a case, you may either reopen the previous case (within fourteen calendar days of closing the case) or open a new case.

Case Severity Level Definitions

Priority Urgent: Business critical. It represents a complete loss of service; a significant functionality that is completely unavailable; data loss, no workaround exists.

Priority: High: Severe impact. Product inconsistency significantly decreases productivity; a workaround may be available.

Priority: Medium and Low: Product inconsistency slightly impairs productivity; a workaround may be available. This level includes feature requests and cosmetic defects.

Authorized contacts are entitled to suggest the priority level of a support issue. However, iZeno Customer Support reserves the right to set and change the priority level of a support case without approval from the authorized contact.

Initial Response Time

Initial Response Time refers to the amount of time elapsed for an iZeno customer support engineer to contact an authorized contact to acknowledge report of a support case. The support case may or may not be resolved at that time. Elapsed time for an initial response time will only be counted during normal business hours unless otherwise noted.