Technical Support Overview
TurnKey Lender's technical support is dedicated to delivering excellent service and resolving technical issues promptly. This support is available to customers with valid agreements and support fees paid for TurnKey Lender Software. Whether customers encounter operational challenges, usability issues, or seek guidance on functionality and configuration, the technical support team is equipped to assist. Furthermore, they can address documentation requests and enhancement suggestions. Technical support is primarily provided in English and through remote assistance, excluding on-site visits.
Problem Severity Levels and Response
The technical support team classifies issues into four problem severity levels to prioritize resolution. Severity Level 1 includes critical issues like service unavailability or data loss, demanding immediate attention. For Severity Level 2, which encompasses significant interruptions to critical functions, prompt resolution is crucial. Level 3 deals with minor disruptions, while Level 4 addresses general inquiries. Based on the severity, response times vary, ensuring timely and efficient support.
Escalation Matrix and Service Levels
For customers opting for Premium Plus support, an escalation matrix outlines response times for different severity levels. The response times range from one hour for Severity Level 1 to 48 hours for less critical issues. These service level agreements ensure that critical problems are swiftly addressed, enhancing the overall customer experience.
Service Level Standards and Availability
TurnKey Lender commits to providing services with a specified uptime percentage, ensuring that Authorized Users can access the platform for normal use. Scheduled maintenance windows are defined to minimize downtime, with exceptions for uncontrollable factors. The Service Level Agreements aim for a 99.00% availability standard, with detailed agreements available for reference.
Technical Support Problem Response Service Level
The technical support team acknowledges and responds to problems promptly to maintain service quality. As per the service level standard, 90% of problems are confirmed as received each month within the specified response time. This proactive approach ensures that technical issues are promptly identified, acknowledged, and addressed to meet customer expectations.
Access to Documentation and Knowledge Base
Customers with valid agreements have access to TurnKey Lender's comprehensive documentation, how-to articles, and knowledge base. These resources offer valuable insights, troubleshooting guidance, and best practices to enhance the user experience and optimize the utilization of TurnKey Lender software.