Table of Contents
1. Introduction
1.1 Purpose
1.2 Audience
1.3 Scope
2. Service Overview
2.1 Prosper EX Platform Description
2.2 Key Features
2.3 Service Levels
3. Customer Support Channels
3.1 Available Channels
3.2 Response Times
3.3 Availability Hours
3.4 Emergency Support
4. Support Tiers and Response Times
4.1 Tier 1 – Critical Issues
4.2 Tier 2 – Major Issues
4.3 Tier 3 – Minor Issues
5. Issue Resolution Process
5.1 Logging an Issue
5.2 Escalation Path
5.3 Communication during Resolution
6. Self-Service Resources / Training
6.1 Knowledge Hub
6.2 FAQs
6.3 Video Tutorials
7. Customer Onboarding and CSM support
7.1 Onboarding Process
7.2 CSM Support
8. Feedback and Improvement
8.1 Feedback Collection
8.2 Continuous Improvement
9. Contact Information
9.1 Support Contact Details
9.2 Account Manager Contact
9.3 Emergency Contacts
1. Introduction
1.1 Purpose
This document outlines the expectations for customer service and support provided by Prosper EX for its SaaS platform. It serves as a guide for customers to understand the available support channels, issue resolution process, and service levels they can expect.
1.2 Audience
This document is intended for all customers of Prosper EX as well as internal support teams to ensure a clear understanding of the customer service framework.
1.3 Scope
This document covers the customer service and support provided by Prosper EX for the SaaS platform. It does not encompass contractual agreements, terms of service, or any other legal aspects.
2. Service Overview
2.1 Prosper EX Platform Description
Prosper EX is an employee engagement platform that will provide the following.
Enhance Employee Engagement: Prosper EX is designed to boost employee engagement by fostering a culture of continuous communication, collaboration, and empowerment. It offers tools and features that facilitate seamless information sharing, improve team collaboration, and strengthen employee-manager relationships.
Improve Communication and Collaboration: Prosper EX breaks down communication barriers and promotes effective collaboration. Its tools enable real-time messaging, document sharing, and task tracking, ensuring seamless information flow and teamwork across departments and teams.
Streamline Workflows: Prosper EX simplifies and streamlines managers’ workflows, freeing up their time to focus on strategic initiatives and high-value tasks. It provides a centralized platform for task management, communication, and collaboration, reducing administrative overhead and increasing efficiency.
Performance Optimization: Prosper EX enables businesses to unlock the full potential of their teams. By streamlining workflows, providing clear communication channels, and offering performance tracking tools, Prosper EX empowers managers to optimize team performance and drive results.
Prosper EX can facilitate 1-1s, provide praise and recognition aligned with our company values and to give every member of your team open lines of communication both direct and anonymous.
2.2 Key Features
– Management reporting dashboard
– Performance dashboard
– 1-1s / Job chats
– Kudos & recognition
– Prebuilt surveys
2.3 Service Levels
The service will be available 99.95% of the time, 7 days a week, 24hrs per day. Minimum downtime will only occur outside 9:00am through 5:00pm Australian Eastern Standard Time (AEST) when maintenance is required. If your business operates outside AEST notification will be provided 24hrs in advance.
3. Customer Support Channels
3.1 Available Channels
Customer support is available via email to either [email protected] or your Customer Sucess Manager email and phone. Your CSM contact details are provided during onboarding.
3.2 Response Times
For Critical / Major and Minor tier categories see section 4. Support Tiers and response times. For all other responses from your CSM and Support Prosper EX will use commercially reasonable efforts to respond to all enquiries within one to three business days.
3.3 Availability Hours
Prosper EX will provide Technical Support to the Customer via both telephone and email on weekdays during the hours of 9:00 am through 5:00 pm Australian Eastern Standard Time, with the exclusion of Australian Public Holidays. The customer may initiate support direct with the CSM assigned and/or by emailing [email protected]. Prosper EX will use commercially reasonable efforts to respond to all enquiries within one to three business days.
3.4 Emergency Support
In the event of an emergency as defined as a Tier 1 Critical issue (see section 4.1) support is available via [email protected] and/or by calling 1300 529 909. For issue resolution escalation see section 5.
4. Support Tiers and Response Times
4.1 Tier 1 – Critical Issues
Critical issues are problems that severely impact the functionality, usability, or security of the Prosper EX platform. These issues often prevent the user from carrying out essential tasks or accessing critical features. They require immediate attention and resolution.
Examples of critical issues might include:
- Total platform downtime or inability to log in.
- Data loss or corruption.
- Major security vulnerabilities or breaches.
- Critical integrations with other systems failing.
- Customer data exposure due to a bug.
If the customer raises the issue as Tier 1 or Critical and the issue meets the categorization requirements Prosper EX endeavor to respond within 24hrs and resolve the issue within one to three business days depending on complexities of the solution.
Send to [email protected]
4.2 Tier 2 – Major Issues
Major issues are problems that significantly disrupt the user’s experience but do not necessarily render the platform completely unusable. While not as urgent as critical issues, major issues still require prompt attention to maintain customer satisfaction.
Examples of major issues could be:
- Important features not functioning as expected.
- Frequent crashes or errors in key workflows.
- Performance slowdowns affecting productivity.
- Issues affecting a subset of users.
- Delayed or incorrect data synchronization.
- Third-party integrations experiencing intermittent problems.
If the customer raises the issue as Tier 2 or Major and the issue meets the categorization requirements Prosper EX endeavor to respond within 24hrs and resolve the issue within one to three business days depending on complexities of the solution.
Send to [email protected]
4.3 Tier 3 – Minor Issues
Minor issues are usually nuisances that have a limited impact on the user’s ability to use the platform. While not critical to the platform’s operation, addressing these issues contributes to an overall positive user experience.
Examples of minor issues might include:
- Cosmetic UI glitches that do not affect functionality.
- Typos or minor display inconsistencies.
- Non-essential features not working as expected.
- Non-urgent requests for additional features or improvements.
- Non-critical integrations experiencing minor hiccups.
- General questions about platform usage.
If the customer raises the issue as Tier 3 or Minor and the issue meets the categorization requirements Prosper EX endeavor to respond within one to three business days.
Send to your allocated CSM email address.
5. Issue Resolution Process
5.1 Logging an Issue
To ensure efficient issue resolution, it is essential to adhere to the designated tiered category requirements. Please note the following guidelines for logging issues:
- Tier 1 and Tier 2 Issues (Critical and Major): For critical (Tier 1) and major (Tier 2) issues, please log them by sending an email to [email protected]. Upon receipt of your email, an automated notification will confirm the creation of a support ticket. Subsequently, you can anticipate a comprehensive response from our team within 24 hours. These critical and major issues are of utmost importance to us, and we are committed to addressing them promptly.
- Tier 3 Issues (Minor): If you are encountering a minor (Tier 3) issue, we kindly request that you direct your communication to your designated Customer Success Manager. Your Customer Success Manager will diligently attend to your query and respond within 1 to 3 business days. We understand the significance of resolving all issues, even those of a minor nature, and we appreciate your patience in this regard.
Thank you for your cooperation in following these established procedures. These guidelines are designed to streamline our support process and ensure that your concerns are addressed effectively.
5.2 Escalation Path
Should you find that an issue remains unresolved and requires further attention, you are welcome to initiate an escalation process. In such cases, you have the option to directly contact our Chief Operating Officer (COO), at [email protected]. Your concern will be given the utmost consideration, and Ken will ensure that the necessary steps are taken to address your matter effectively.
We value your feedback and are committed to ensuring your satisfaction with our services. Your decision to escalate an issue is respected, and we encourage open communication to resolve any outstanding concerns.
5.3 Communication during Resolution
Our commitment is to promptly address and resolve all raised issues. However, it’s important to recognize that certain matters may entail greater complexities than others. Our process ensures that all raised concerns are acknowledged within 24 hours, either through the creation of a support ticket or direct communication from your Customer Success Manager.
Our goal is to diligently work towards resolving all issues in a timely manner. Depending on the nature and intricacies involved, between our technical support and customer success managers our efforts are focused on achieving resolution within a range of 1 to 7 business days. This timeframe is designed to balance efficiency and thoroughness, ensuring that your concerns are comprehensively addressed.
6. Self-Service Resources / Training
6.1 Knowledge Hub
The Prosper EX Knowledge Hub directory can be conveniently accessed through the Prosper EX menu, situated on the left-hand side of your screen. Within this directory, you will find a wealth of valuable resources, including comprehensive user guides for the platform, insightful case studies, and supplementary documentation. These resources are thoughtfully designed to enhance your proficiency in utilizing Prosper EX to its fullest potential.
6.2 FAQs
Coming Dec 2023 in V2.2
6.3 Video Tutorials
Coming Dec 2023 in V2.2
7. Customer Onboarding and CSM support
7.1 Onboarding Process
The Prosper EX platform onboarding process typically spans around four weeks, starting from the reception of the necessary information discussed during the initial onboarding meeting and culminating in the go-live date. The duration may vary based on the complexity of the space build. Once the agreement has been duly signed and returned to Prosper EX, your designated onboarding manager will initiate contact via email to arrange the inaugural onboarding meeting.
This initial meeting is projected to last approximately 30-60 minutes and will encompass the following focal points:
- CSV File Population: A comprehensive guide on how to effectively populate the CSV file will be provided.
- Key Contacts: Identification and discussion of the key contacts involved in the onboarding process.
- Branding Requirements: Discussion of the branding requisites pertinent to your personalized space.
- Company Values: Deliberation on your company’s core values and how they align with the onboarding process.
- Integration Requirements: If necessary, a thorough examination of integration prerequisites.
- Bespoke Access and Setup: In-depth exploration of customized access and setup prerequisites.
- Essential Upcoming Dates Confirmation: Verification of critical forthcoming dates including training sessions, go-live, survey launch, and more.
Subsequent to this pivotal meeting, your designated onboarding manager will dispatch confirmations pertaining to the discussed matters. Additionally, the manager will facilitate the scheduling of calendar invitations for all agreed-upon upcoming training sessions, platform walkthroughs, and related events. Furthermore, any user guides or supplementary resources that were discussed during the meeting will be made accessible to you.
Upon the Prosper EX space being primed for deployment, your onboarding manager will seamlessly transition you to your dedicated Customer Success Manager. This individual will be your direct point of contact throughout your journey with Prosper EX, ensuring a smooth and fruitful experience.
7.2 CSM Support
Prosper EX extends a personalized level of support to all of its customers by assigning a dedicated Customer Success Manager (CSM). Your CSM’s primary responsibility is to ensure your seamless experience with our platform.
The CSM engagement entails the following provisions:
- Scheduled Check-ins: Your CSM is available to you for a scheduled 30-minute catch-up, which can occur either on a monthly or quarterly basis, in accordance with your preference and needs.
- Issue Resolution: Beyond the stipulated monthly or quarterly interactions, your CSM remains at your disposal to assist with any Tier 3 issues that may arise, ensuring swift issue resolution and optimal platform utilization (See section 4 for timeframes).
- Supportive Role: Your CSM offers guidance and assistance wherever necessary. Inquiries concerning modifications or adjustments to the platform might entail associated charges, reflective of the effort required to fulfill such requests.
- Bespoke Development Fee: In cases where customized development work is solicited, a fee of $500 per day per human resource involved is applicable. This fee accounts for the intricate development process.
- Response Time: We endeavor to address bespoke development requests within a span of 7 business days from the time of the inquiry.
By delivering this level of tailored support, Prosper EX aims to not only address your immediate concerns but also contribute to your long-term success with our platform.
8. Feedback and Improvement
8.1 Feedback Collection
We greatly value your insights on what aspects are performing excellently and where opportunities for enhancement lie within the Prosper EX platform. To offer your feedback, you have the option of communicating directly with your designated Customer Success Manager or reaching out to us at [email protected].
8.2 Continuous Improvement
Your feedback is instrumental in driving continuous improvement and ensuring that the Prosper EX platform aligns seamlessly with your needs and expectations. We appreciate your engagement and look forward to receiving your valuable input.
9. Contact Information
9.1 Support Contact Details
For technical support – [email protected]
or call
Australia: +61 1300 529 909
United Kingdom: +44 207 097 1244
United States: +1914 202 4186
New Zealand: +64 9889 1978
9.2 Account Manager Contact
Your allocated customer support managers contact details will be provided during onboarding.
9.3 Emergency Contacts
Prosper EX COO: [email protected]
or call +61 1300 529 909
