Client Experience Support Structure Detailed
The Visual Matrix Client Experience Team will use the guidelines below to review and respond to our client's requests. Our team will prioritize support requests based on the business impact and urgency of each issue and we will strive to resolve all issues within the targeted timeframe. Actual resolutions may be shorter or longer depending on the volume of incoming requests.
Client Experience Support Requests can be submitted by email at support@visualmatrix.com, or online ticket at: https://help.visualmatrix.com.
Critical issues that are considered most urgent should be submitted by phone at +1 214-291-4000.
Other issues are best processed via online or email but can be received by phone. Online is the fastest way to get non-critical issues addressed as phone hold time is avoided and the ticket SLA starts from the time it is entered electronically.
The Visual Matrix Client Experience Team actively monitors the support phone and online tickets 24/7, every day. Visual Matrix will put a ticket on hold if the client is not able to provide adequate resources or responses to enable our Client Experience team to continue with problem resolution efforts. Please see additional details regarding response, escalation, and resolution timeframes below
PRIORITY LEVEL | ADVISED METHOD OF CONTACT | CLIENT SITUATION | COMMON EXAMPLES | EXPECTED VM RESPONSE | EXPECTED CLIENT RESPONSE |
Critical Business Standstill | Phone | Client experiencing significant loss or service degradation. Needs attention within 1 hour. | System down, 2 way down, Credit Card batch not settled, Pinpads down or not responding, Immediate availability issues. | Transferred immediately, Continuous effort all day, every day until resolved, Escalation to support leadership at Visual Matrix if SLA is exceeded, Hourly ticket status updates as appropriate. | Rapid access and response from necessary resources, Management notification as appropriate. |
High Urgent Business can continue | Online | Client experiencing moderate loss or service degradation but can reasonably continue in an impaired manner. Needs attention within 2 business hours. | All Other availability issues, Secondary workstation down, Unable to check guests In or out, Password resets. | Initial response within 1 hour of case creation, Continuous effort until resolved, Status updates every 2 hours, Ticket will be escalated if the time to resolve exceeds 8 hours over expected resolution time. | Allocation of appropriate resources to sustain continuous effort, Rapid access and response to calls and emails. |
Medium Business Impact but not Severe | Online | Client experiencing moderate loss or service degradation but can reasonably continue. Needs attention within 24 business hours. | Ledger balances out of sync, City Ledger invoicing, Physical interface offline, Folio assistance. | Initial response within 4 hours of case creation, Resolution within 24 hours of submission, Daily ticket status updates if resolution time exceeds 48 hours. | Attempt to search the knowledgebase for self-service, Allocation of appropriate resources to respond to information requests during normal business hours. |
Low Minimal Business Impact | Online | Client’s business is functioning with minor or no impediments of services. Needs attention within 3 days. | Feature request(s), Functionality questions, Issues with reports, Training requests. | Initial response in 24 hours or less, Typically respond via email unless a call is necessary. | Attempt to search the knowledgebase for self-service, Allocation of appropriate resources to respond to information requests during normal business hours, Interact via email when possible. |
If you are looking for an update on a ticket, do not reopen a new one... you can always interact with the ticket either by responding to the email or through your User Account portal.
Creating a new ticket will be considered as a duplicate by our team and will be closed to focus on the original one.
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