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:
- Provide a professional support service to Merchants;
- Provide resources to resolve issues in accordance with Judopay’s obligations under the Subscription Agreement and applicable Addendum within reasonable timeframes; and
- Provide a mechanism to manage the support process within Judopay.
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.
3. 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)
4. Support call procedures
The following section defines the procedure for Incidents received during Standard Working Hours as well as those received Out of Hours.
4.1 Standard working hours procedure
The following procedures have been designed to provide a framework, enabling Judopay to manage incoming support calls and routinely provide Incident updates.
- A completed Incident form is either emailed or an Incident is entered directly via the SalesForce Ticketing System to the Client ServiceDesk (see Appendix 1 for Incident form example). If this Incident is deemed by the Merchant to be priority PS1 - Critical (see section 8 for priority definitions) they must also call the Judopay Client Service Desk Number as detailed in Section 2.
- Judopay will confirm the relevant priority level following discussions with the Merchant.
- A Judopay reference number is generated and sent to the Client using the standard response template (see Appendix 2).
- The Support Analyst decides whether the issue can be resolved immediately over the phone. To facilitate this decision, additional log files or information may be requested.
- If theIncident is PS1 – Critical, the IT Operations Manager must be notified immediately.
- In the case of a PS1 – Critical Incident, the IT Operations Manager will allocate a dedicated resource to work with the Merchant until a solution/workaround can be found.
- If the Incident is not PS1 – Critical Incident, a workaround will be sought, and a defect resolution will be requested, and the issue will be resolved as part of the standard release process.
- The Client Service Representative keeps the Merchant informed of progress on a regular basis.
4.2 Out of hours procedure
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:
- The Client will call the JudoPay Client Service Desk.
- This call is redirected to a 24 hour on-call representative.
However, if the Incident is not a PS1 – Critical, the Merchant may be informed that this will be dealt with as a non-critical issue during the next working day.
- At start of business the following day, the Client Service Representative will ensure that any Incidents received overnight are entered onto the SalesForce Ticketing System (if not already done) for Incident logging and reporting purposes.
- The support call will be acknowledged using the standard response template (see Appendix 2).
- The support call will then be managed during Standard Working Hours according to priority.
- In the event of a PS1 – Critical Incident support call outside Standard WorkingHours, the Merchant has access to an Out of Hours number as detailed in Section 2, which can be used to obtain immediate assistance.
- Any support calls placed outside Standard Working Hours must be followed up with a completed Incident form or Client Service Desk ticket by the Merchant the following morning.
5. Issue tracking
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.
5.1 Salesforce ticketing system
- Salesforce Ticketing provides one main call logging methods. It is fully integrated into a mail workflow for those clients that wish to continue using email to manage their own issues.
- A queue is selected which will determine the Client Service Representative may respond.
- Ticket ID is allocated at this stage.
- Additional Client User emails can be included in a CC field or a BCC field list.
- Subject: Provides a brief description of the issue.
- Any file attachment(s) can be added at this stage.
- Next ticket state is set at this time (can be Active / With Client / Escalated / Closed).
- Priority is set at this time (PS1 - Critical –PS5 Service Request).
5.2 Escalation process
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
6. Client reporting
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.
7. Priority definitions
The following table details the standard priority definitions.
|PS1 – Critical
Incidents with critical business impact
||Loss of critical functionality including business and/or IT components and/or operational service(s), creating significant business delivery impact (either financial, reputational, and/or regulatory in nature); and/or The critical loss of production service(s) affecting the ability to perform business during a time critical business operating window; and/or A significant security Incident or declared business continuity management condition.
e.g. Connectivity to all gateways is prohibited, all in-bound connectivity is prohibited
|PS2 – High
Incidents with business or service impact
||Loss of functionality including business and/or IT components and/or operational service(s) creating major business and/or service impact (either financial, reputational, and/or regulatory in nature); and/or The major loss of production service(s) affecting the bank’s ability to perform business during an agreed service delivery window and/or business operating window.
e.g. Connectivity to a single gateway is prohibited, a single inbound connection is prohibited
|PS3 – Medium
Significant Incident without production service impact
||Loss, potential loss or compromise of IT components and/or operational service(s) creating minor or no immediate impact on production business/service delivery and requires priority action in order to return to a normal operational state or to prevent an increase of the impact.
e.g. A problem with a transaction / translation or individual message
|PS4 – Low
Minor Incident without production service impact
||Insignificant loss, potential loss or compromise to a single infrastructure/application component or operational service which does not impact production service availability, and which requires response within standard agreed operational levels.
||PS5 – Service Request
||Client request for actions to be undertaken. i.e. any service requests clients are unable to perform themselves via the system.
8. Incident resolution control
The following table lists the JudoPay 1st Level CallResponse Times and Target Resolutions.
Times for each Priority Level.
|PS1 – Critical
||Every 30 minutes
||PS2 - High
||Every 60 minutes
|PS3 - Medium
||4 working hours
||3 working days
|PS4 - Low / Service request
||1 working day
||By agreement on incident
||By agreement on incident
Target response and resolution times are measured from the time a Salesforce Ticket is raised
9. Recovery Target (RTO) / Recovery Point (RPO)
The following table identifies the target RTO / RPO of the Judopay services.