Vector Solutions & Acadis Customer Experience
VECTOR SOLUTIONS & ACADIS CUSTOMER EXPERIENCE
Vector Solutions & Acadis (collectively referred to as “Vector” or “Vector Solutions”) provides industry leading expertise and strives to be a world class customer experience organization to those we serve in the Public Safety, Education, and Commercial markets. The Customer Experience organization is uniquely structured to support you and ensure you get maximum value out of our products and services as quickly as possible as well as for many years to come. From our Customer Services team helping you get implemented, to our Customer Success and Customer Care teams post go live, we are here to help ensure success. Below is a brief description of the Customer Experience organization
- Customer Services: the processes and interactions to deliver solutions through implementation, onboarding, and other services to ensure success
- Customer Care: beyond traditional support, this is a more intimate way of thinking and caring about our customer’s needs and wants while resolving problems effectively and efficiently.
- Customer Success: responsible for enabling our customers to reach their desired outcomes when using our solutions.
- Customer Services
Vector assigns each customer an Implementation Manager that will utilize expertise to successfully complete your project alongside you and your team. The Implementation Manager is responsible for providing essential guidance in adopting best practices and streamlining the onboarding process to guarantee success. The Implementation Manager also conducts training, platform configuration, and general consultation. Once you are through implementation you are considered ‘graduated’ and will be supported by your Customer Success Manager (CSM) as well as Customer Care.
Customer Success
Your Customer Success Manager (CSM) provides consultative strategic advisory assistance and helps your organization achieve their goals utilizing their Vector Solutions platform. They proactively monitor your organization to identify early risk identification so they can help as quickly as possible, as well as identify opportunities to expand the value that you’re realizing with your platform.
Customer Care
At Vector, customer care isn’t about troubleshooting tech issues, it’s about advocating on behalf of our customers. Customer care is a critical facet of our overall customer experience and fosters a connection between our customers
Vector Solutions offers technical support through our Customer Care team to platform administrators and users. Available by phone, email, and chat, the Customer Care team troubleshoots technical problems, provides guidance on feature utilization, and answers product usage questions to rapidly resolve issues. In addition, all Vector Solutions customers have access to our Customer Knowledge Communities where many frequently asked questions can be answered.
Customer Care Response Time
Upon submitting an issue via phone, email, chat, or webform, the resolution target can vary based on impact, complexity, and available interim solutions and alternative measures. In those cases, the Customer Care Team will notify you that your issue has been escalated and will provide an estimate on when you can expect your issue to be resolved.
Standards for responsiveness include:
| Issue Priority | Description | First Response | Resolution Target |
|---|---|---|---|
| Priority 0 | Very high impact (all/many customers affected). Mission-critical systems are down with serious disruption to agency business where there is no alternative or work around. Global issues of critical importance. |
Initial response within 1 hour | Incident will be resolved as soon as possible (90% of P0 issues resolved within 4 hours or less) |
| Priority 1 | High impact (many customers affected). Critical system functionality is not working as designed and there is no workaround. Serious business disruption to Enterprise Tier customers. The issue occurs frequently and/or is a very common use case. |
Initial response within 4 hours | 5 Business days (70% resolved within 1 week) |
| Priority 2 | Limited impact (affects a small number of users). Causes inconvenience for an agency or delays agency business, however, is not a work blockage and interim methods exists. |
Initial response within 12 hours | 45 Business days (70% resolved within 6 weeks) |
| Priority 3 | Minimal impact (very few customers affected). A problem concerning minor, non-critical functionality where the issue rarely occurs, and an Interim method exists or no interim method is required. | No standard SLA for these issues as they are evaluated as part of standard product development cadences. |
Outage and Critical Issue Escalation
All issues should initially be reported through the Customer Care team; however, for critical issues, it is recommended also sending an email to your Customer Success Manager (CSM). While it is a CSM’s daily responsibility to monitor all submitted customer issues for potential delays in processing or escalations, it is also a good best practice for customers to escalate directly to the CSM when critical issues are present. The Customer Care and CSM teams are backed by resources across Vector Solutions, including technical and subject matter expert teams that are able to mobilize and act on high complexity issues; thus, are able to further triage and resolve problems rapidly.
Uptime
Vector Solutions is committed to maintaining at least a 99.5% uptime for customers.
Vector Solutions shall make the SaaS Software available twenty-four (24) hours per day, seven (7) days per week, with a targeted uptime of 99.5% per calendar month.
“Availability” is calculated as:
(Total minutes in the applicable calendar month − Unplanned Downtime) ÷ Total minutes in the applicable calendar month × 100.
“Unplanned Downtime” means the total number of minutes during which authorized end users are unable to log in to or access core application functionality, as confirmed by Vector’s system monitoring tools. Unplanned Downtime does not include Excluded Downtime.
“Excluded Downtime” includes scheduled maintenance (with prior notice when practicable), emergency maintenance necessary to protect system integrity or security, failures of internet service providers or telecommunications networks outside of Vector’s control, customer-caused issues or configuration errors, third-party integrations not controlled by Vector Solutions, and force majeure events