III. The AEX Support Ticketing Workflow

Severity Level

Nature of Impact

Response SLA

SEVERITY 1

Severity 1 issues are critical production issues affecting all or a majority of your users. Examples are: System unavailable, system crashes or hangs continuously.
Customer business disruption with no workaround available.

Ex. Unable to access the production environment, data corruption with multiple applications, making them inaccessible/unusable.

Timeline: 15 minute Initial Response
Method: Phone Call will provide the fastest turnaround for Severity 1 issues.
Please Call: 1.877.247.3397 + Press 1 to report a Severity 1 Issue.

Guarantee of Service: AEX is dedicated to doing everything in their control to fix the issue the same business day it is reported.
The Investigation Process is as below:
Report--> Investigation--> Resolution. AEX is committed to providing you with timely updates on the status of the investigation until resolution is found.

SEVERITY 2

Severity 2 Issues mean an major service functionality is impacted, resulting in degradation of experience and an inability to complete a transaction or a document signing process by your end client.
Note: There is no workaround available in a Severity 2 issue.

Ex. Client is clicking signature block but is unable to sign the document

Timeline: 2 Hours Initial Response
Method: Use of Zendesk ticketing system will provide the fastest turnaround for Severity 2 issues.

Guarantee of Service: AEX is dedicated to helping you resolve the issue with you or your end client to assist them in completing a transaction. We are dedicated to helping you remove the barriers to completing transactions within 24 hours of the issue report.
In the case that the issue triggers an investigation, we will prioritize having the transaction completed and will follow the investigation process as below:
Report → Investigation → Resolution.
AEX is committed to providing you with timely updates on the status of the investigation until resolution is found.

SEVERITY 3

Severity 3 issues affect performance but may not affect all users and do not prevent a transaction from being completed.
Note: A temporary workaround is available for a Severity 3 Issue.

Ex. A field is marked as “not required” when it should be marked as required. A transaction is not visible on workspace under “Teams” tab.

Timeline: 24 Hours Initial Response
Method: Use of Zendesk ticketing system will provide the fastest turnaround for Severity 3 issues.

Guarantee of Service: AEX is dedicated to helping you with your issue. Severity 3 items can often trigger a discussion that is either training related or requires scoping to fully understand.

We will prioritize the issue based on our ability to find a resolution. If the issue requires investigation, we will follow the process below:
Report → Investigation → Resolution.
If the item requires review from Product, the ticket will follow the workflow below:
Report → Investigation → Product Review → Schedule to Roadmap or Not Scheduled on Roadmap → Customer Update

AEX is committed to providing you with timely updates on the status of the investigation, but should the issue require product review, it will follow a longer workflow and may or may not be added to our product roadmap. until resolution is found.

SEVERITY 4

Severity 4 issues are largely cosmetic and do not materially effect the performance of the platform. This could be a question about the platform, a change request or a cosmetic update request.
Note: Acceptable Workarounds are available.

Ex. How do I rewind a transaction? Can we have our email templates changed? Updates to our forms are required.

Timeline: <10 Days
Method: Use of Zendesk ticketing system will provide the best method of tracking these requests. Should this be a CR, your CSM will likely be involved should the request be > 1 hour of work.

Guarantee of Service: AEX is dedicated to helping you with your question or request. Severity 4 items can often be solved with a training video or in the case of a change request, may require a full scoping discussion.

We will prioritize the issue based on its impact to your workflow and will have the issue resolved in < 10 days unless otherwise stated by you, our client.

If the issue requires investigation, we will follow the process below:
Report → Investigation → Resolution.
If the item requires review from Product, the ticket will follow the workflow below:
Report → Investigation → Product Review → Schedule to Roadmap or Not Scheduled on Roadmap → Customer Update

AEX is committed to providing you with timely updates on the status of the investigation, but should the issue require product review, it will follow a longer workflow and may or may not be added to our product roadmap. until resolution is found.