Kidzonet Support and Escalation Process

Kidzonet Support and Escalation Process

 

 

Kidzonet Support and Escalation Process

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Kidzonet Support Process

Kidzonet delivers the highest level of technical support based on industry’s best practices and our highly skilled support team. Our support is delivered around the clock (24/7) by a team of experts located in the Middle East and North Africa through a variety of means to our partners in the region.

Our dedicated Support Engineers have a thorough understanding of our services and provide personalized assistance to ensure that our partners are getting the most of our service. We have a structured escalation process which ensures that the appropriate Support Engineers are assigned to handle and resolve issues efficiently and effectively.


Support Escalation Matrix

If, for any reason, you are not satisfied with the progress of your case, you can escalate the case at any time from the support portal (Escalate a Ticket widget) or call our support team to follow up on your case. Support escalation contacts are below, we will assign the proper resources to drive the case to a resolution.

·      Click “Escalate a Ticket”  widget on the support portal home page or

             Visit https://support.kidzonet.com/portal/en/kb/articles/escalate-a-ticket

 

·      Call Kidzonet Support team at  (+44) 8081750480

 


How to Open/Submit a Ticket?

Step 1 – Access the portal support.kidzonet.com to submit a Ticket

Step 2 – Fill the Mandatory Fields

Step 3 – Provide a Clear Description of your issue

Step 4 – Attach a screenshot (If needed)

Step 5 – Click Submit

You need to fill all the mandatory fields - which are flagged in orange * in the left corner of every field – with the relevant information & optionally fill the other fields.

To ensure a quality response for the case, Kidzonet recommends opening a new case via the web portal.
However, email can be used to update and track the status of the case once it’s opened. 


 

Customer Self Service Portal

You will get access to the Customer Self Portal to manage and review all of your organization’s tickets.

You will receive an invitation with your first case to create your account, then you can use your credential to Sign in @ the upper right corner of the portal home page.




Ticket Response Time


Level
Description
Standard Response
Premium Response
High (Critical)
An issue that prevents operation of critical functions with high frequency or duration
Within 2 hours
Within 1 hour
Medium (Major)
An issue that consistently prevents operation of non-critical functions or occasionally impacts critical functions or a critical issue for which a temporary work around has been provided
Within 8 hours
Within 4 hours
Low (Minor)
An issue that has some impact on administration, non-critical operation or other secondary functions or a major issue for which a temporary work around has been provided.
Within 72 hours
Within 48 hours
Question (Request)
The service is unaffected. Customer request for product related technical advice or General information and feature questions related to the services
Within 96 hours
Within 72 hours


   


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