Working with Invoca Support

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Got a problem? Invoca Support provides technical support for any technical issues you might be experiencing in your Invoca Network.

Read on to learn what services the Invoca Support team provides, how to best interact with our team, how we prioritize cases, and what to include when submitting a case to solve your issues faster.

What if I need help with non-technical questions?
If you have general questions about how to succeed with Invoca, including help with implementation or enabling and purchasing new features, get in touch with your account team. If you do not have an assigned team, contact success@invoca.com instead.

1. Contacting Invoca Support
2. Hours of operation
3. Following up on an existing support ticket
4. Invoca support priorities and Service Level Agreements
5. Platform status and ongoing issues

Contacting Invoca Support

The first step to solving a technical issue is to search our Knowledge Base and product documentation hosted in our Invoca Community. Be sure to log into your Invoca Network first, though — some articles can only be accessed by customers who are logged in.

Can't Find What You’re Looking For? We’re Here to Help!

The next step is to submit a case using the Case Portal in our Community. Here's how:

1. Log in to your Invoca Account, then access the Invoca Community at http://community.invoca.com. In the top menu, hover over Support, then click Case Portal.
2. Click the Create Support Case button, then fill out the following fields to help us understand your case:
   
   • Subject: Try to describe your problem in concise words. If there is a solution to your query that already exists, it will show up as you type.
   • Case Reason: Select a general theme of your issue from the Case Reason drop-down menu.
   • Sub Category: This is a more specific classification of the issue. Selecting different Case Reasons will bring up different Sub Categories
     
     
3. In the Description text box, enter a full, concise description of your issue, including a description of the problem you're experiencing and a clear request for the type of help you'd like from our team. Here are a few details you might want to include:
   
   • The behavior you’re expecting to happen
   • The behavior that is actually happening
   • Call Record or Transaction IDs associated with call examples of the issue. These fields can be found in the Calls and Transactions reports respectively
   • Links to any areas of the Invoca platform that are related to the issue you are experiencing (i.e. a Report, Campaign, Integration, etc.)
   • Screenshots of error messages and other issues can help our team replicate your issue and better determine a solution

When you're finished, click Submit. A member of the Invoca Support team will contact you shortly, based on the level of severity and the Service Level Agreement tied to your Support package. If you are unsure of which Support package you’re currently subscribed to, please reach out to your Customer Success Manager. More information about our SLAs and how Invoca prioritizes cases can be found below.

If you are unable to access our Case Portal, or if you have any questions regarding an ongoing case, the Invoca Support team can also be reached in the following ways:

By Email: questions@invoca.com
By Phone:

• Local Number: 805-887-8423
• Toll-Free Number: 888-310-2540

To streamline Support by email and phone, we recommend having your Case Number ready. The Case Number can be found via the Case Portal. More details on where to find this ID can be found in the Case Portal Overview section below.

Hours of Operation

The Invoca Support team operates Monday-Friday from 8 AM - 5 PM PT. Outside of business hours, the team also monitors urgent support requests for customers subscribed to our Mission Critical Service Level.

Following up on an existing support request case

Once you've created a support case, you can return to the Case Portal to manage and view your existing support cases.

Log back into your Invoca account, then return to the Case portal. Here you can see any open cases associated with your Invoca user account. You'll also be able to find the Case ID number for your open cases to the left of each Case, in case you need to reference it while interacting with the Support team via Phone or Email.

Additionally, your case will be tagged with one of the following statuses:

• New - The case is in our queue and pending assignment.
• Prioritized - The case has been prioritized within our queue and should be assigned in 24 hours or less depending on the severity of the issue.
• In Progress - An Invoca Customer Support Representative has been assigned and is actively working on the case.
• Waiting on Meeting - A meeting has been scheduled between Invoca and the customer.
• Waiting on Customer - Invoca has responded and the case is pending your review.
• Customer Responded - You have responded to the case and the response is pending review.
• Final Case Notice - Invoca has responded but has not received a response back from you in over 2 days. If we continue to not receive your response, the case will be closed automatically.
• Waiting on CSM - The case is pending an internal response or approval from your account team.
• Escalated - The case has been escalated internally.
• On Hold - The case investigation has been paused by the request of the customer.
• Waiting on Development - The case cannot be resolved without additional development work to the Invoca platform. We have submitted a feature request to the product/engineering team and are awaiting prioritization.
• Closed/Resolved - The issue has been resolved and the case is now closed.
• Closed - The issue was not resolved but due to a lack of response, the case has been closed.
  
  

Invoca Support Priorities and Service Level Agreements

The Invoca Support team uses a case prioritization system to ensure we address the most severe issues first. Each Case Reason and Sub Category combination is automatically correlated to a default priority. Our team is dedicated to specific First Response and where applicable, Resolution SLAs which may vary depending on the Invoca Service Level your account is currently subscribed to.

Below is an outline of the different case priorities, examples of which types of cases fall into each priority, and the SLAs associated with each priority related to the subscribed Invoca Service Level.

First Response means a verbal, written, or electronic response, in each case non-automatic, from Invoca to Customer regarding a reported or discovered error.

Resolution means a permanent fix to bring Invoca Platform Services functionality back into compliance with the specifications.

P0 - Invoca Platform Services unavailable

Definition:
A critical Invoca Platform problem in which the Invoca Platform services:

• are down, inoperable, inaccessible, or unavailable, or
• otherwise materially cease operation, without an available workaround.

Examples:

• Users cannot access Invoca at all by means of UI or API (for 1 or more customers)
• No calls are routing at all (for 1 or more customers)

P0 Customer SLAs:

Service Level	First Response SLA	Resolution SLA
Mission Critical	1 hour (any time of day or day of year)	7 business days
Premium	2 business hours	7 business days
Core	8 business hours	N/A
Basic	12 business hours	N/A

P1 - Major Business-Impacting Issues

Definition:

• May have critical business or revenue impact
• No reasonable workaround available

Examples:

• Some calls not routing / not being tracked
• Integration issues with real-time impact to business (i.e. a Salesforce Integration’s call log is not populating) AND we are not able to recover lost data
• Users Cannot Access the Platform
  
  

P1 Customer SLAs:

Service Level	First Response SLA	Resolution SLA
Mission Critical	4 business hours	10 business days
Premium	4 business hours	10 business days
Core	16 business hours	N/A
Basic	24 business hours	N/A

P2 - Minor Business-Impacting Issues

Definition:

• Application is usable, but severely limited
• Workaround may be available, but not easy to use
• Degraded application performance is having a serious negative impact on business
• Noncritical but desirable subsystem is unavailable

Examples:

• Reporting Discrepancies with business / revenue impact 
• Bundle Campaign Setup/Routing Issues
• Invoca Javascript Issues
• User login issues associated with an individual user
• Webhooks and APIs are not working as expected

P2 or lower Customer SLAs

Service Level	First Response SLA	Resolution SLA
Mission Critical	8 business hours	N/A
Premium	8 business hours	N/A
Core	24 business hours	N/A
Basic	32 business hours	N/A

P3 - Almost no Business Impact

Definition:

• Degraded performance is negatively impacting business operations but no immediate effect
• Acceptable workaround may exist

Examples:

• Any reporting discrepancy that is not recent or does not affect revenue
• Why did my affiliate not get paid?
• Why did my call route to an unintended campaign?

Our SLA response times for P3 incidents follow the same timetable as P2 events, above.

How do I Keep Informed On Invoca Platform Maintenance and Ongoing Issues?

We highly encourage that all customers subscribe to the Invoca Status Page to be informed on upcoming maintenance windows for the Invoca Platform and when necessary, updates related to any ongoing performance issues.

Related:
• Creating a Support Ticket 
• How to access billing information for your Invoca account 
• Invoca Platform Status