What is Technical Support?

Technical support is a process which is designed to provide the best service towards our users as possible. When using the Rodeo application, you can always start a chat with one of our colleagues for quick questions. However, when you are experiencing an incident, an engineer needs to investigate and resolve that incident. The technical support process is designed to have that support available on a continuous basis.

You can access the technical support portal directly by following this link.

How to create Technical Support tickets

Create an account
When using the Technical Support portal for the first time, you may need to create a new account. This account is not the same account as you use to log into the Rodeo app. Once you have an account, you can use this account in the future when creating Technical Support tickets.

Types of tickets

There are several options for creating tickets in the technical support portal:

  • Report an incident - When you are experiencing a technical issue, use this option to create a detailed incident report for the Rodeo engineers to investigate and resolve

  • Request for service - When you have a technical question or you need assistance, you can use this option

  • Suggest a new idea or improvement - When you have an idea for a new feature or improvement for our Rodeo app, you can use this option to create a ticket for our product team to evaluate

Form fields
When creating a ticket, depending on which option you picked, different fields will be shown in the form. Each form field has a clear description underneath and is marked with a * with whether that field is mandatory:

Language

Please write your Technical Support tickets always in English. This is because the chance is high that the member of the support team does not speak the language that you speak. Therefore, always use English as a language of communication in the Technical Support portal and on the tickets. Comments from the team will also be written in English.

Share as much information as possible

When creating a technical support ticket, please keep in mind to provide as much information as possible. That way, the engineer can resolve the issue as effective and efficient as possible. Share the URL on which the error occurs, which browser you used, when it occurs and when it does not etc. Keep in mind that the problem is most probably new for the engineers working on it.

Share the ticket with anyone who might concern it

When a ticket is created, you can easily share it with anyone who might be interested in that ticket and its progress. This avoids duplication or incorrect information regarding a ticket. You can share the ticket easily via the 'share' option on the ticket in the technical support portal:

It is possible to share the ticket with someone who does not yet have an account in the Technical Support portal. That person will automatically receive an invite email. In case the user does have an account, that user can be selected from the dropdown.

Statuspage

A statuspage is a page that visualizes the status of a (web) application. Whenever a system or part of a system is not operational, the statuspage is updated and details, timelines and the cause of an incident is being communicated. A statuspage message is created in case of a blocker incident.

Visibility

Whenever an incident is created, it is visible in the chat window in our application and on top of our technical support portal. Examples are depicted below. You can also visit our statuspage directly via your web browser: https://status.getrodeo.io/.

Example of a statuspage message in our chat window in the Rodeo app
Example of a statuspage message in our technical support portal

Subscribe to updates

Whenever there is an incident, you probably want to be made aware and kept up to date. The most efficient way to ensure that you receive the latest and correct information is by subscribing to updates. This can be done directly from the statuspage page as depicted here:

Subscribe to our statuspage updates

Service Level Agreement

To ensure that we deliver the most effective and fair technical support, we apply a Service Level Agreement (SLA) for incidents that are being created in our technical support portal. For this SLA, we apply 5 levels of priority. This page explains the difference between those 5 levels and when what priority is applied.

Priority

Description

Agreements

Blocker

The software is down (crashes) or is not operational for all customers or there is an incident discovered that involves the (potential) breach of customer personal data.

  • Issue picked up during and outside of office hours

  • Time to resolution (MTTR): 8 hours

  • Time to first response: 1 hour

  • The incident and progress of the incident is communicated via our statuspage and via the technical support ticket

  • A fix will be deployed or applied as soon as possible

Critical

The software is operational but has a major functional loss that impedes actions from being completed for multiple customers. Inconvenient workaround or no workaround exists.

  • Issue is picked up during office hours (09:00 - 18:00 CET)

  • Time to resolution (MTTR): 24 working hours

  • Time to first response: 8 working hours

  • The progress of the incident is communicated via the technical support ticket

  • A fix will be deployed or applied as soon as possible

Major

No or small functional or technical loss. One or multiple customers are impacted. Productivity or efficiency of internal users is impacted. A suitable workaround can be employed; or the functionality is not immediately necessary.

  • Issue is picked up during office hours (09:00 - 18:00 CET)

  • Time to resolution (MTTR): 100 working hours

  • Time to first response: 8 working hours

  • The progress of the incident is communicated via the technical support ticket

Minor

The software has a cosmetic, functional or technical error that does not affect performance or stability of the system.

  • Issue is picked up during office hours (09:00 - 18:00 CET)

  • Time to resolution (MTTR): not specified

  • Time to first response: not specified

  • The progress of the incident is communicated via the technical support ticket

Trivial

All functionality works, but could be enhanced or improved.

  • Issue is picked up during office hours (09:00 - 18:00 CET)

  • Time to resolution (MTTR): not specified

  • Time to first response: not specified

  • The progress of the incident is communicated via the technical support ticket

Please note that the SLA is only applicable for incidents and not applicable for new feature suggestions and requests for service.

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