Introduction to support

This page explains how we support you with the products and services that you subscribe to.

Contents

1. Matrix Booking Support Team

2. Named users

3. Support for standard users

4. Support for Administrators

5. Support Portal

6. Support tickets

7. Matrix Booking operational status

8. Incident priorities

9. Emergency priority 1 escalation

10. Support level agreements

11. Support tools and services

12. Hardware-as-a-Service support

Matrix Booking Support Team

All our support is provided from within the UK. Our Support Team currently manage support issues across the globe and we do this 24-7 for priority incident cover. Our standard support hours are 8:30 AM to 6:00 PM (GMT), but we can extend these hours for you upon agreement. We’ll support your IT and FM Teams when needed. We offer standard support contracts as well as bespoke support services.

We have:

• ITIL v4 Foundation qualified and ISO certified staff and processes

• dedicated support portal

• exclusive knowledge base

Our customers include:

Named users

Before you go live, we ask for lists of named:

• support portal users (users that can raise support tickets and Priority 1 incidents)

• users that will receive regular product and release updates

Support for standard users

Support for standard users is provided by your own organisation and their processes. Standard users can initiate and request help by going through the following process:

1. Log in to our web app.

   

2. Select Help. Depending on your organisation’s setup, 1 of 2 help options will appear.

The first help option example shows the help text that your organisation has provided for you. This could be to direct you to contacts or to raise an internal IT support ticket. The second help option example gives the help text and a link to the Introduction to Matrix Booking e-learning module. This module will help your staff learn more about using our product. Which option to use will be 1 of the decisions you make during the Business Rules Workshop.

If your standard users are unable to log in, they will need to raise a support ticket directly with your organisation as we’re unable to assist with standard user login issues. This is managed by either your own IT team (if you use SSO) or by your own Matrix Booking Administrators.

Support for Administrators

As an Administrator, if you have an issue, use our Support Portal where our Knowledge Base guides and troubleshooting articles can be found. If you’re unable to resolve your issue using our guides and articles, contact your:

• FM Administrators for issues related to bookings

• IT Team for issues related to access to our system, apps, or other products and services

Support generally follows 1 of 2 processes:

1. Self-triage (staff member determines the type of issue).

2. Single point of contact (staff member passes the issue directly to their IT Team).

Self-triage	Single point of contact

If your teams are unable to resolve the issue, raise a support ticket.

Support Portal

All support issues are reported through the support portal (except Priority 1 phone calls). Our web-based support portal is designed for Matrix Booking Administrators and IT Support Teams. The support portal contains our exclusive Knowledge Base that has our:

• Administrator’s Guide

• available services

• fact sheets

• setup guides

• technical guides

• troubleshooting articles or FAQs

To search for an article or guide:

1. Log in to our Support Portal.

2. Select the search bar.

   

3. Enter the article, guide, or subject you have a question on. Suggested articles and guides will appear below.

   

4. Select the article or guide that will help you.

   

Support tickets

With support tickets, you can:

• raise them (for example, update who can raise support tickets)

• view them

• edit existing ones including your own and your company’s

Note: you can raise a support ticket once you’re live.

To raise a support ticket:

1. Log in to our Support Portal.

   

2. Select Matrix Booking Support…

   

3. The issue you’re looking for may appear on 1 of these quick links (for example, Logging in issues).

4. Select Need to raise a request? Contact us. if the answer you’re looking for isn’t in one of these quick links. Different support ticket types will appear.

   

5. Select the type of issue you’re experiencing (for example, Administrator issues). The support ticket details will appear.

   

6. Enter the details of the issue providing as much information as possible (* means that it’s mandatory).

7. Attach any files or images that will help us resolve your issue by:

   1. Drag and drop.

   2. Browse your files.

8. Select Send.

9. Select Requests to view your existing support tickets.

   

Tickets are triaged by the First-level Support Team during UK business hours. Tickets are:

• actioned and resolved

• require further information that we request from you to action and resolve

• escalated to the second level support for further investigation

Matrix Booking operational status

We maintain the operational status of Matrix Booking for you.

Note: contact your account manager if you:

• need to escalate an issue you may have

• are unhappy with any element of a product or service

• would like to talk about some of the other products and services we have

Incident priorities

When you raise a support ticket with Matrix Booking, you’ll be asked what level of a priority the issue may be. These are defined as:

Note: if the wrong priority has been selected, our Support Team will change the priority and respond according to that priority.

Emergency priority 1 escalation

The process for emergency P1 incidents is as follows:

1. The call is routed to our Out-of-hours Support Team.

2. The call will be validated to confirm it’s a P1 incident.

3. Our Support Team will convert this to a support ticket.

4. An out-of-hours incident management process will be initiated to mobilise an incident team.

5. This team will contact you directly to keep you updated with any and all progress.

6. The live Status Page will also be updated regularly with any and all progress.

If you have a P1 incident, this can be raised using the 24-7 incident telephone lines:

Calls to the UK: +44 (0)203 951 8290

Calls to the USA: +1-833-886-1659 (toll free from within the USA)

Note: for any issues that aren’t a P1 priority, raise a support ticket.

Support level agreements

This table shows how we respond to each of the different priorities from a support ticket.

Support tools and services

Hardware-as-a-Service support

HaaS is an agreement where we buy the hardware and you rent it. This comes with a different support process where we actively support you with your devices. The support process for your devices is:

1. A daily report runs at 8:00am that checks for inactive devices.

2. This report is sent to your Administrators.

3. You receive email notifications for any change in the status of the devices. If a device goes offline, exits kiosk mode, or comes back online, you’ll receive an email notification.

4. You’ll see that the device is down and offline:

   • If it can’t be fixed remotely, you’ll need to investigate this at your end.

   • If you can’t fix the issue, raise a support ticket.