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GYDE365 Support

Every Dynamics 365 Partner with an active subscription for the GYDE365 Platform from Seer 365 benefits from our range of Support Services. Below are details of the Support Services that we provide and the respective SLA (Service Level Agreement) we have in place for Partners. Please contact your Seer 365 Partner Success Manager if you have any questions.

GYDE 365 Support Services

Seer 365 provide a number of Support Services to ensure Partners get optimal use and value from the GYDE365 platform.

Logging a Support request

Support requests can be raised either by emailing support@seer365.com or logging on to the Seer 365 Support Portal.

The Partner should aim to provide as much information as possible when raising a support request. This may include items such as the nature of the issue, the Customer or Survey that the issue relates to, any relevant screenshots or URLs, plus any other information that would assist in the identification and resolution of the issue.

On submission of a new support request, Seer 365 will acknowledge receipt and confirm the ticket number that has been assigned.

Seer will review the support request and determine if it should be categorised as an ‘Incident’, ‘Problem’ or ‘Change’ Request Type before communicating this back to the Partner. Descriptions of these three Request Types are given below. Following the initial support request being raised, further communications with the Partner may be required to determine the support ‘Request Type’.

Who can log support requests?

Only Partners with an active subscription for GYDE365 can log support requests and receive the proposed Support Services.

A Customer of a Partner cannot log support requests directly with Seer 365. Instead, they should log their support issues directly with the Partner, who will in turn log a support request with Seer 365, if they cannot deal with it directly themselves.

Seer 365 reserves the right to withhold the proposed Support Services if a Partner is substantially in payment arrears for their GYDE365 subscription.

Incident Management

Incidents are a type of support request that specifically relates to data issues in the system, integration issues, or software not working as expected. A support request may also be categorised as an Incident for ‘How To’ related questions.

Incidents will be worked on subject to agreement with the Partner that the support request has been confirmed as an ‘Incident’. Seer 365 will not access, amend, delete, move or create data on the Partner’s instance of the application without prior written authorisation from the Partner. In all cases, only a Partner user with “administration” privileges can authorise any access or change to data on the Partner’s instance of the application. 

In the case of a How To question, this may be answered directly, or via a screen-share with the user to show them how to do it.

It is the Partner’s responsibility to test any resolution (recommendations, process changes, code changes or data changes) and confirm that the Incident has been successfully resolved.

Problem Management

Incidents that appear to be a result of a more fundamental issue within the software, integration or business process, may be converted to a ‘Problem’ upon agreement with the Partner.

Support requests that are identified as a Problem will undergo ‘root cause analysis’ with the aim of correcting the underlying cause of the incident in order to avoid any repeat occurrences of that issue in the future.

Problems may require additional analysis, the proposal of a short-term workaround, or a long-term solution in the form of a resolution and/or the implementation of a solution.

It is the Partner’s responsibility to test any resolution (process changes, code changes or data changes) and confirm that the problem is resolved.

Following the Partner’s confirmation of a successful resolution, Seer 365 will work with the Partner to deploy the resolution to the Problem. Problem requests are not subject to Service Level Agreements (SLAs).

Change Request Management

Seer 365 always welcomes feedback from Partners for enhancements to the GYDE365 platform. A request for a change to the software (i.e. a Change Request) can be logged via a Support Request. All Change Requests will be accepted and reviewed by Seer 365 as a potential enhancement to the GYDE365 platform. Change Requests are not subject to Service Level Agreements (SLAs) and will be closed once the review has been completed.

Scope of Support Services

The scope of this support service is limited to the following:

  • GYDE365 production instances supplied by Seer 365
Maintenance

On request from a Partner user with ‘administration’ privileges, Seer 365 will provide maintenance services to the Partner for their GYDE365 instance. Maintenance activities fall under several areas, as outlined below:

  • Setting up/removing users
  • Assigning/removing permissions for users
  • Setting up Customer accounts
  • Creating and deploying Surveys
  • Upgrading Surveys
Closing a Support Request

Support requests can be closed in the following scenarios:

  • Resolution – the Partner has confirmed that the resolution of an Incident, Problem or Maintenance request has been successful and has been deployed to the live environment
  • Change – the support request is classified as a Change and will be closed on completion of a review by Seer 365
  • Cancellation – the Partner requests the support request to be cancelled or closed
  • Non-response – the Partner has not responded to repeated requests from Seer 365 for additional information. Seer 365 reserves the right to close a support request if no response has been received within 15 working days of a communication from Seer 365.

Our Support SLA (Service Level Agreement)

As outlined in the Support Services section above, there are three ways that Seer 365 typically categorises Support Requests; Incidents, Problems or Change Requests. We have a clear SLA in place for Support Requests identified as ‘Incidents’, detailed below.

Incident SLA:
Definitions

Target Response – is the time taken from the point at which the Partner submits an Incident to Seer 365 to the time for a support person to contact them to perform initial diagnostics. If the call is logged outside our standard Support Times, then the time begins on the commencement of the next available Support Time.

Target Resolution – is the time taken within our standard Support Times to provide a resolution for the Incident from performance of initial diagnostics. A Resolution is either the correction and fix of the relevant issue, or the identification of what needs to be done by the Partner in order to resolve the issue, such as making changes to data or the correction of a process issue.

Priority Levels
Incident PriorityPriority DefinitionTarget ResponseTarget Resolution
P1System unavailable for all users.
Critical business functions are not available for some users.
4 hours16 hours
P2System unavailable for some users.
System is available but performance is poor.
Non-critical business functions are not available, and a workaround cannot be used.
Data or Configuration provided as default by Seer is not working as expected.
8 hours24 hours
P3Non-critical business functions are not available, but a workaround can be used.
Data or Configuration provided by the Partner is not working as expected
Information request/How To request.
16 hours32 hours
P4Change Request48 hours