on
12-12-2022
02:51 PM
- edited on
09-12-2024
12:04 PM
by
maria_ogneva
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.
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.
The next step is to submit a case using the Case Portal in our Community. Here's how:
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 Phone:
To streamline Support, 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.
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.
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.
Additionally, your case will be tagged with one of the following statuses:
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.
Definition:
A critical Invoca Platform problem in which the Invoca Platform services:
Examples:
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 |
Definition:
Examples:
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 |
Definition:
Examples:
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 |
Definition:
Examples:
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