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SUPPORT POLICIES

THIS IS THE CUSTOMER SUPPORT POLICY, it governs the response of GATEGATE Village to any ISSUES found and reported by members.

Please see Definitions for CAPITALIZED words.

 

“Member Services” is the GATEGATE Village department designated as the interface for day-to-day customer contact with respect to Customer Support ISSUES. All ISSUES initiated by a CUSTOMER MUST be via the Member Services department.

It is the responsibility of the Member Services department to handle ISSUE TRIAGE for all CUSTOMER ISSUES, and to ensure that all applicable SLAs are assigned and met throughout the life cycle of every ISSUE.

Each MSR is wholly and solely responsible for the ISSUES they “own”. Such responsibility can be explicitly, but not implicitly, reassigned to another MSR.

The MSR MUST make every effort to ensure that all SLAs from all departments within GATEGATE Village are met. Where circumstances do not allow for a specific SLA to be met, the MSR MUST make all reasonable efforts to contact the CUSTOMER before the SLA expires to advise and, where appropriate, initiate steps to ensure there is NO SERVICE interruption (beyond the agreed upon SLAs for the ISSUE). A new ISSUE SHOULD be created unless a simple extension of an existing SLA is acceptable to both parties. GATEGATE Village may choose not to notify a Customer of a missed ACKNOWLEDGEMENT SLA (as this SLA is internal to GATEGATE Village) if it is not anticipated to affect the ultimate achievement of the RAP SLA.

The MSR MUST follow the process, within the specific SLA timelines, outlined below:

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        1. Triage the ISSUE within the VERIFICATION SLA.

        2. Assign the ISSUE to the appropriate department.

        3. Update the CUSTOMER to indicate the Issue Priority and associated SLA.

        4. Await acknowledgement from the appropriate department within the ACKNOWLEDGEMENT SLA for that ISSUE. The MSR MUST use standard escalation procedures if the ACKNOWLEDGEMENT SLA is not received within 75% of the allotted time.

        5. The ACKNOWLEDGEMENT MUST be tracked using the standard Issue Initiation Process. It is the ACKNOWLEDGER’S responsibility to ensure that this process takes place. The ACKNOWLEDGEMENT and the RAP MAY be transmitted and logged together, provided they are done so within the ACKNOWLEDGEMENT SLA for that ISSUE.

        6. Any and all actions required to address a particular ISSUE are outside the scope of this document; they are, however, assumed to follow appropriate processes for the department owning the ISSUE.

Only the MSR or the CUSTOMER MAY close an ISSUE.

The CUSTOMER is responsible for ensuring that the TRIAGE process of their ISSUE completely encapsulates the ISSUE TYPE and ISSUE PRIORITY. The INITIATOR MUST be available to speak with the MSR during the initial verification phase.

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