Support Overview (Tiers & Hours)

Overview

This article describes the Dooblo Support department structure and the flow of handling tickets. Dooblo currently only supports tickets as a method of handling support requests. Submitting tickets is performed through either emailing support@dooblo.com or through our support portal at http://support.dooblo.net. For more information on how our support department prioritizes types of tickets and decides on which ticket gets handled first, please click here.

 

Support Department Structure

The following diagram represents the structure and coverage of our Support Department

SupportTiers.png

 

Support Tiers Responsibilities

A ticket will always arrive at our Tier 1 team and will then flow through the tiers until a resolution will be found for the issue. Here is a more detailed description of what each tier is responsible for:

Support Tier Responsibility Standard Coverage
Tier 1 Accepts the ticket, initial review & gather missing information from the customer (survey name, interview Ids etc). Attempts to  handle low complexity issues.  6 days per week
Sun-Fri: 9am-9pm GMT+2
Tier 2 Handles common usage issues, simple scripting questions, general how-to questions, data processing related issues, data transport issues. In case of a possible bug this tier will also try to replicate the issue before passing on to Tier 3. 6 days per week
Sun-Fri: 9am-9pm GMT+2
Tier 3 Handles the more complex issues that were not resolved by Tier 2. Tier 3 Has full in-depth knowledge of the system and its processes. The more complex data upload / transport / processing issues and bug reports will be handled by this tier. This Tier is also capable of consulting our Product Team to review a feature request to be added to the system as part of a ticket processing.  5 days per week
Sun-Thursday: 9am-5pm GMT+2
Tier 4 Handles tickets that were not fixed by Tier 3 and is related to  software bugs or any other super complicated issue that requires access to the solution source code and low level database access to resolve. Tier 4 will either provide a fix, a work-around or generate a development task to be approved by the Product Team in order to make sure the ticket is resolved.  5 days per week
Sun-Thursday: 9am-5pm GMT+2
Scripting Support handles more advanced scripting questions and scripting related issues. Please note that  our scripting support only covers a specific scope of scripting questions - for more advanced & dedicated scripting support, a scripting project needs to be opened with our Dooblo Scripting Department. To learn more about the scope of scripting questions which our Scripting Support team handles, click here. 5 days per week
Sun-Thursday: 10am-3pm GMT+2
Sales Support Handles sales related questions/issues.  5 days per week
Sun-Thursday: 10am-3pm GMT+2

 

For more information on how our support department prioritizes types of tickets and decides on which ticket gets handled first, please click here.

 

 

 

 

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