This document details the support regime for Judopay that is provided by Judopay Client Service to its Merchants. Judopay shall not be responsible for providing support in relation to the Client’s own IT infrastructure or software but may be able to offer advice if required. This document also sets out the procedures to be followed when managing a support call.
These procedures must be adhered to in all cases for Judopay to maintain a professional service to all our Merchants.
The objectives of the Judopay Client Services team are to:
In addition to the terms defined in the Subscription Agreement, the key concepts used in this document are defined below:
“Operations Manager” - The individual responsible for all transactional queries
“IT Operations Manager” - The individual responsible for all system stability
“Incident” - means a problem occurring within the Software or Network
“IncidentForm” - means the document completed by Judopay when Incidents are raised
“SalesForce Ticketing” - means the online Incident Management and Call Tracking System Judopay uses to manage client issues
“Priority” - has various meanings provided in the Priority Definition Table at Section 8
“ClientServices Desk” - means the location from which Incidents are managed
“ClientService Ticket” - means an Incident raised by the SalesForce ticketing system either by the Merchant or Judopay
“StatusUpdate” - means the measured time between each status update either via telephone call or email / service ticket update
“Client ServiceRepresentative” - means the member of the Client Services Team responsible for handling incoming support calls from Merchants
“Target Response” - means the target response times as measured during Standard Working Hours
“Target Resolution” - means the target resolution time for a permanent fix or workaround during Standard Working Hours.
Judopay Standard Working Hours are as follows:
EU Judopay Region
08:00 – 18:00 GMT/BST Monday to Friday - London Helpdesk (excluding UK public holidays)
The following section defines the procedure for Incidents received during Standard Working Hours as well as those received Out of Hours.
The following procedures have been designed to provide a framework, enabling Judopay to manage incoming support calls and routinely provide Incident updates.
The following procedures have been established to ensure that all Incidents reported during an Out of Hours period are responded to in a timely and effective manner:
Incident tracking is managed through the Salesforce Ticketing System.
The following sections describe the processes associated with logging Incidents and the escalation process which must be followed if immediate resolution is not available.
The Incident logging screen can be found in Appendix 3 with textual descriptions in the following section.
If a reported Incident cannot be resolved within the timeframe defined by the Incident priority, the issue must be promoted through the escalation process.
This must occur as follows:
Call the 24hour Judopay Support
Call the Judopay Service Desk
Call the Head of IT Operations
The Head of IT Operations will notify JudoPay’s Chief Technical Officer / Customer Success Manager
Judopay can provide call history details to clients upon request.
A report can also be sent stating that no support calls have been received in the month in question.
It is the responsibility of the Operations Manager to ensure that the report is delivered.
Each monthly report is dynamically driven from the Salesforce Ticketing System.
Judopay can also accommodate regular monthly Service meetings can be setup with Judopay Client Service Team and the Merchants Client Service team to discuss the performance and improvements of service.
The following table details the standard priority definitions.
The following table lists the JudoPay 1st Level CallResponse Times and Target Resolutions.
Times for each Priority Level.
Target response and resolution times are measured from the time a Salesforce Ticket is raised
The following table identifies the target RTO / RPO of the Judopay services.