Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.



  • Contact Us
  • Home
  • Getting Started
  • PlayerLync Support

PlayerLync Support Response

Written by Russell Fick

Updated at June 20th, 2022

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Technical FAQs
  • Getting Started
    Launching PlayerLync Platform Basics Device / App Install & Setup PlayerLync Support Getting Started FAQs Did You Know?
  • PlayerLync in Detail
    PlayerLync Apps Admin Portal Team Manager Shared Library Collaboration Suite Intranet
  • For IT & Compliance
    App Deployment Methods Supported Devices & Browsers PlayerLync API PlayerLync Data, Security & Privacy
  • Release Notes
    Release Notes - Dashboard Release Notes - Server (Admin Portal / Team Manager / Web App) Release Notes - SaaS Services Release Notes - SaaS Web Release Notes - Apple iOS Release Notes - Google Android Release Notes - Microsoft Windows
  • Company Info
    Who is PlayerLync? Product Glossary
+ More

AVERAGE SUPPORT RESPONSE TIMES / DEFINITION


Type Description Business Hours After Hours
New Ticket Initial Response Time Tickets emailed to support will receive an instant reply from our support system. All support engineers and managers receive a text message and email that a new ticket has been submitted. 22 minutes (Avg)
(Mon-Fri 7am-6pm MST)
41 minutes (Avg)
(Sat-Sun, Mon-Fri 6pm-7am MST)
Regular Support Tickets Post initial response to any ticket, regular tickets are defined as issues that do not require the software development team. All PlayerLync support engineers have ability to login to all necessary servers, databases, backup systems, licensing, application builders, network monitoring, and server management systems. Those tickets that require Dev changes will then follow "Software" metrics below based on classification. 3.1 hours (Avg)
(Mon-Fri 7am-6pm MST)
4.3 hours (Avg)
(Sat-Sun, Mon-Fri 6pm-7am MST)
Software Bugs-Critical / Hotfix Critical bugs that are affecting more than 5 percent of your user-base and the bug prevents you using the application. Hot fixes fall outside of the normal development cycle and will be created and tested as quickly as possible and applied as a hotfix to your server or individual applications that are affected. 17.3 hours (Avg)
(Mon-Fri 7am-6pm MST)
22.5 hours (Avg)
(Sat-Sun, Mon-Fri 6pm-7am MST)
Software Bugs - Major Major bugs are classified as bugs that impact more than 5 percent of your user-base and prevents the use of a features or workflows, but there is a work around that allows you to utilize your applications. PlayerLync follows an Agile development process with 2 week sprints and monthly product releases. 4 weeks (Avg)
(Mon-Fri 7am-6pm MST)
4 weeks (Avg)
(Sat-Sun, Mon-Fri 6pm-7am MST)
Software Bugs - Minor Minor bugs are classified as bugs that usually only presents itself under very obscure or limited use cases. There is always a workaround to avoid these bugs. They do not impede your workflow or application use. 8 weeks (Avg)
(Mon-Fri 7am-6pm MST)
8 weeks (Avg)
(Sat-Sun, Mon-Fri 6pm-7am MST)


response support ticket bug after hours reply

Was this article helpful?

Yes
No

Related Articles

  • PlayerLync Support

© 2023 PlayerLync, LLC. ALL RIGHTS RESERVED

A Mobile Workforce Enablement Platform

Definition by Author

0
0
Expand