Ticket Type priority description

You can use “Regular Question” whenever you have questions about functions & settings accessible directly from the user interface.

Our Help Center on https://support.sandsiv.com contains answers & examples to the most frequently asked questions in useful articles. After you've typed your subject, a drop-down list with articles concerning your topic will appear automatically.

Please check the suggested articles before submitting the request to avoid unnecessary waiting time.

• Behavior of the platform
• Lacking of the info in Help Center articles
• Clarifications, etc.

You can utilise the “Should Have/Improvement suggestion” ticket type whenever you think a new feature improvement is potentially interesting for all sandsiv+ clients & users.

If accepted, SANDSIV support communicates to the customer that the function is not available yet and may be present in one of the upcoming releases (from 6 to 12 months, depending on other requests). 

The product manager is informed, and the product improvement suggestion is recorded in the Product Roadmap List. The ticket gets closed.

If the improvement is necessary for the customer, the Change Request process will be triggered and started. The ticket gets closed.

• Possibility to search Imports according to Imports ID
• Add more time-series units for data analysis in VISUAL (i.e. day hours, weekdays, etc.)
• "CSV" List from all triggered case alert to download with a button from the UI Case alerts
• Column search name for big virtual sources
• Possibility to visualise all Import error logs related to the survey into a dashboard (Visual)

Tasks that can not be executed from the user interface but only in the background.

NOT CHARGED to the customer 

• User creation or deletion
• User permission changes
• Exporter scheduling
• SFTP IP address white-listening

CHARGED to customer

• DIGI Pop CSS design code
• HTML code development for email invitations
• SMS Gateway handling information
• New Unit creation within an existing instance
• New Instance creation

These tasks will be handled as a Service Request according to the pricing list.

In this second case, the Support Team informs the customer to contact the concerning Customer Success Manager.

Bugs or faults that do not interfere with the core functionalities and are not business-critical for the customer. 

The bug, or fault, causes annoyance or frustration to the user, but the users can  continue their daily business without any limitations.

The issue is resolved with one of the upcoming releases.

• Disturbances that do not affect traffic or cause any loss of service
• Loss or misplacement of limited number of data into the dashboard(s), which doesn’t affect averages numbers, kpi or other relevant CX metrics
• Undesired or not clear platform output (i.e. visualization, data discrepancies, etc.)
• Interface design or UI bugs (graphic design element)
• Documentation mistakes
• Disturbance degrading performance/velocity of the Service or parts of the Service with minor impact

Major bugs or faults that require fast action.

The user can still execute core activities, but the daily CX business is somehow reduced or limited. However, it is not affecting other linked CX business processes.

The issue is resolved with a fix or workaround. If a temporary workaround can be applied, the issue can be downgraded to “minor issue”.

• Significant loss or wrong statistical data in the dashboard(s)
• Minor disturbances in the import and export activities that don’t affect client business processes
• Delayed data replication process in the platform (i.e. discrepancy between Feedback survey statistic overview vs. Exporter or Visual module)
• Partial loss survey feedback collection
• Trouble in collecting and following case alert tickets into VOC ACT
• Disturbance affecting communication with other operators/customers

Bugs that are critical to the core functionalities (“showstopper”) and for which no workarounds are possible. 

This bug affects other linked CX business processes, and users can’t execute their job because of a total loss of the core functionalities.

• Total outage of the Service with considerable restrictions on end-users (i.e. cannot log in, no close-the-loop possibilities)
• Complete loss of core functionalities (i.e. stuck import/export)
• Total fails in the sending or collection of feedback/survey
• Security vulnerabilities in publicly accessible interfaces with the potential for outage or remote code execution