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Your Customer Success Team consists of several groups within Xen, all working together to quickly answer questions and resolve support requests or technical issues:
By default, you will receive an email and can interact with the Customer Success team by responding to it.
How to escalate an issue
Customer & Technical Support
The purpose of this article is to assist your organisation and users in getting the most out of your Support, introducing the teams, process, and tools involved.
Please note, this document relates to the standard support agreement which comes as a default with a Xen tenancy, and does not cover any additional accomodation for your specific organisation.
The Enhanced Support agreement gives you the flexibility to contact our support team on any day, at any time, 24/7/365. Should you wish to upgrade to an Enhanced Support agreement, please contact the your Customer Success team.
Table of content
- Your Customer Success Team
- Available resources
- Product updates & announcements
- Self-help options
- Live Chat
- Service Desk
- Service Level Agreements (SLA)
Your Customer Success Team
Your Customer Success Team consists of several groups within Xen, all working together to quickly answer questions and resolve support requests or technical issues:
- Pre-Sales & Post-Sales
Your first point of contact is the Account Manager for your region, or the Products team. - Customer Success
The Products team and our Level 1 Support will handle your onboarding and all requests for support. - Technical Support
We strive to prevent issues from happening. Still, in the event that you need technical support, the Support Level 1 will escalate to our the Xen Engineering and Development teams.
Available resources
Xen provides several options for support, depending on the need and severity, ensuring that you get an appropriate outcome every time.
Product Updates & announcements
Xen is constantly evolving! We release new features and fixes every week.
The updates are thoroughly tested before release to production by our DEVOPS an QA Engineers.
Depending on their importance, you may receive in-app alerts and email notifications. Whenever there is a potential impact on how you use the product, the Xen Product team will reach out directly to your organisation.
We also list all relevant updates on the Updates page of the Xen Support Portal.
Self-Help options
70% of customers prefer to resolve as many issues as possible on their own using self-help customer service options, according to the Zendesk Customer Experience Trends Report.
We have prepared this Knowledge Base and implemented it directly into Xen, so that you are never far from an answer to your question.
Powerful, simple and quick. Use Xen's smart and self-service widget from within the Learning Portal and Authoring Tool. It is conveniently located at the bottom of every page once you are logged-in.
You can also search our Knowledge Base directly by using the help.xen.education website.
This KB is a living repository of information, constantly evolving with new content, screenshots, videos, and more. Do not hesitate to let us know how we can improve it!
Live Chat
Of course, self-service options don’t replace human support, as many customers still prefer speaking to a live agent when they have a question or an issue. Rather, the two should seamlessly work together to provide an exceptional service experience that keeps our customers happy.
From Xen's Smart Widget, you can initiate a conversation with your Customer Success team if they are online, or leave a message for them to respond during Australian Business Hours - Do not worry, the widget will always show hours converted to your own time zone so that you know when we will be back.
Service Desk
In the event of an important request or urgent issue, you can lodge a support ticket with Xen's Service Desk. This will go directly to the relevant Level 1 Support engineers.
A Support representative will respond within your agreed SLA.
The default support window is 12/5 in your tenancy's timezone.
The default support window is 12/5 in your tenancy's timezone.
How to Obtain a Xen Service Desk account
While you do not need an account to raise a support request, it enables you to view all tickets under your name, and share some with other users in your organisations.
You can create an account directly from the Service Desk by selecting :"Sign Up" from the top navigation.
How to Open a New Service Request
Service Requests can be opened on the web using the Service Desk or visiting the direct link https://support.xen.education/portal/en/newticket
1. Choose the Request type that is most relevant for your case (Support, Bug, New Feature, others).
2. Fill the relevant details, optionally adding attachments, and click the "Send" button.
2. Fill the relevant details, optionally adding attachments, and click the "Send" button.
3. When you are done, a request number will be provided, and you will receive an email confirming it as well.
4. If you have an account, you will be able to share the request with other registered members from your organisation. They will receive an update and can contribute as well.
How to Track an Existing Service Request
By default, you will receive an email and can interact with the Customer Success team by responding to it.
If you created an account, you will also be able to view all your tickets and their status. From the list, you can access each request individually to check progress and activity (comments. attachments, status updates, resolution ...).
Please note, you and any added participants will receive an email notification each time an update is posted.
Best practices
How to escalate an issue
If you have a request open for a particular issue, please do not open another case for that same issue.
Instead, you can Escalate your request from the Service Desk by visiting the ticket and then selecting "Escalate" from the right-hand side menu.
Naming
If, in the course of working on a case, it becomes evident that the title (summary field) is no longer appropriate, please ask the support engineer to change it on your behalf.
Action plans
Please don’t hesitate to ask your support engineer what the action plan is. That is, be sure you know what will be done next, by whom, and when.
Updates
Please watch for updates to your cases in your email inbox, or by checking the Support Portal.
After receiving a case update, please respond as quickly as you can so that we may continue to work with you.
Service Level Agreement (SLA)
For the purpose of this document, the standard support agreement is assumed.
Unless otherwise specified in the Relevant Service Agreement and/or Standard Service Agreement, the Xen Customer Success team shall provide Supported Services as per the standard agreement in accordance to the following parameters.
Response Time SLA
Response Time SLA
Response Time refers to the time it takes for the Customer Success team to begin working on a reported issue, not to resolve the issue.
The Customer Success team shall respond to your initial support requests with off-site telephone consultation, email, or live-chat assistance as set forth below.
Severity | Description | Response |
Level 1 Critical Impact | Error that causes the Solution to crash and to be unusable by a large number (>80%) of Authorised Users for the function being performed. | 1h Receipt Response 2h Resolution or Escalation Response During Regular Business Support Hours in your time zone Prioritising service requests is at the sole discretion of the Xen.Ed Customer Success team. |
Level 2 High Impact | Error that does not cause the Solution to crash, but incorrectly performs a function and requires a workaround to be used on a continual basis | 4h Receipt Response 8h Resolution or Escalation Response During Regular Business Support Hours in your time zone The Customer Success team shall resolve the moderate problem in the next General Release or New Release (exclusively to resolve the problem) based on the business priority. |
Level 3 Medium Impact | Error that causes any inconvenience to the user, but does not require the use of a workaround on a continual basis | 24h Receipt Response 72h Resolution or Escalation During Regular Business Support Hours in your time zone The Customer Success team shall resolve the moderate problem in the next General Release or New Release (exclusively to resolve the problem) based on the business priority. |
Level 4 Low Impact | Questions concerning how the Solution functions in certain situations or special request for actions by the Customer Success team | N/A |
Service Component | Service Availability % | Maintenance Hours |
| Xen Digital Learning Platform | 99.9 | Saturday 6:00 AEST/AEDT through Monday 06:00 AEST/AEDT |
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