Comprehensive Support: Tailored to meet your organization's needs with extensive support for all products.
24/7 Priority Support: Access to dedicated support around the clock.
Personalized Account Management: A dedicated account manager to handle your needs.
Advanced Monitoring and Reporting: Real-time monitoring and detailed reports.
Proactive Maintenance: Regular check-ups and maintenance to prevent issues.
(i) Premium Target Response Time
|
Incident Severity Level |
Description |
Target Response Time |
|
P0 |
Severe Incident: Customer cannot use critical job functions in production environment Customer’s entire End User base is impacted Workaround required immediately or Solution is unavailable |
One (1) hours |
|
P1 |
Major Incident: Functionality of Solution impacted A portion of Customer’s End User base is impacted Workaround required |
Two (2) hours |
|
P2 |
Incident has affected or will affect Customer’s productivity: Workaround exists, but incident needs to be fixed Solution can be used and accessed, but with a level of degradation that is acceptable for Customer in the short-term |
Four (4) hours on the Business Days |
|
P3 |
No or minimal impact on Customer: Incident does not affect Solution |
Eight (8) hours on the Business Days |
(ii) In-Depth Technical Support
Company in-depth technical support reachable via exclusive Dingtalk group for in-depth troubleshooting and complex issues resolution.
(iii) Dedicated Account Manager
A customer success manager (CSM) will be assigned in Premium Support Service. The CSM will act as a focal point for communication or escalation, and work with Customer periodically to collect feedback.
(iv) Incident Management
Incident’s status will be reviewed by the assigned CSM and ensure each Incident will be attended to a timely manner.
(v) Regular Meeting (Quarterly Business Review)
Every quarter, the assigned CSM will organize review meeting with Customer to review services quality, analyze outstanding issues and discuss capacity planning.
(vi) Premium Service Report
Every quarter, the assigned CSM will work with Customer to summarize organization’s usage patterns, support experience and service performance. A service report will be generated by CSM that includes Incident history, important incident analysis, cloud consumption analysis, and recommendation.
(vii) Health Check
Every quarter, the assigned CSM will work with Customer to perform health check based on the following data. The data scope might change as Company will, from time to time, update product and the measurement metrics.
|
Data Type |
Data Breakdown |
|
|
Service Delivery |
Usage Metrics |
Total user initialization count |
|
Total user submit count (finish the flow) |
||
|
Average user submit success rate |
||
|
Total user successfully passed verification |
||
|
Average success rate |
||
|
Result Distribution |
Total user submit count (finish the flow) |
|
|
Total user successfully passed verification |
||
|
Total user pending of verification |
||
|
Total user failed passed verification |
||
|
Average success rate |
||
|
Average pending rate |
||
|
Average failure rate |
||
|
DOC OCR Performance Funnel |
Total Initialized |
|
|
Doc sessions started |
||
|
Doc Image Received (ID Successful Rate) |
||
|
Doc Image Spoof Check Pending |
||
|
Doc Image Received Count / Doc sessions started |
||
|
Doc Spoof Check Pending Cases / Doc Image OCR Processed Count |
||
|
DOC Pending Distribution |
Spoof – Tamper |
|
|
Spoof – Screen Recapture |
||
|
Spoof – Security Feature |
||
|
Spoof – Material |
||
|
Spoof – Tamper Rate |
||
|
Spoof – Screen Recapture Rate |
||
|
Spoof – Security Feature Rate |
||
|
Spoof – Material Rate |
||
|
Face Check Performance Funnel |
Start Count (Doc Recognized) |
|
|
Face Image Received |
||
|
Face Image Pass of Liveness Check (Liveness check successful rate) |
||
|
Face Image Failure of similarity |
||
|
Face Image Received Count / Start Count |
||
|
Face Liveness Check Passed Count / Face Image Received Count |
||
|
Failure Count of Face Similarity / Face Liveness Check Passed Count |
||
CLICK HERE to view the detailed user guide for more information. For more information about the product, please visit the Product Page.
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