Weekdays — Monday through Friday

Weekends

Critical issue support only: 7:00 AM – 7:00 PM CST

Non-critical requests submitted over the weekend will be reviewed and followed up on promptly Monday morning when standard business hours resume.

Holidays

Critical issue support only: 7:00 AM – 7:00 PM CST

Non-critical requests submitted on a holiday will be followed up on when standard business hours resume.

Understanding Issue Urgency

When submitting a support request, select the urgency that best reflects the impact of the issue.

Critical

A Critical issue has a significant operational impact and requires immediate attention. Critical issues may trigger an alert to the on-call IT team.

Critical issues include:

• Widespread system outages affecting multiple calls or agents
• A facility being down or unable to be connected to
• Multiple agents experiencing the same system issue
• Both Virtual Console iPads being offline
• Virtual Console site front-door locking or unlocking issues, including error messages in Ease Connect related to a facility door
• In-office activity not triggering the Virtual Console
• An issue that prevents a single agent from logging in or accepting/making calls in the system

Weekend Critical Support

Only Critical issues are responded to on weekends and holidays.

For an issue to qualify as Critical weekend support, it must impact one or more of the following:

• The ability to access or complete an inbound or outbound call
• The ability to complete a rental
• Site accessibility by the Virtual Team or the customer

If an issue does not meet the Critical criteria, submit the request as normal. It will be followed up on promptly when standard business hours resume.

Weekday Urgency Levels

During standard weekday support hours, issues are prioritized according to the following levels.

Critical

Critical issues have a widespread or significant operational impact.

Examples include:

• Widespread system outages, issues, or errors affecting multiple calls or agents
• A facility being down or unable to be connected to via the virtual console
• Multiple agents reporting the same system issue
• Both Virtual Console iPads being offline
• Virtual Console site front-door locking or unlocking issues, including error messages in Ease Connect related to a facility door
• In-office activity not triggering the Virtual Console
• Inability to complete a rental at a Virtual Console ipad
• Phone call forwarding/routing issues to Ease Connect

High

High-priority issues significantly affect an individual user or an important system function but do not meet the Critical criteria.

Examples include:

• An issue affecting a single agent that prevents them from logging in or accepting/making a call in the system
• Call-routing issues with the AIVR or Voice AI system
• Inaccurate Voice AI responses to customer inquiries
• Virtual counter display issues (i.e. the agent isn't visible on the counter upon dialing in but the customer is visible to the agent)
• Major audio issues (inability to make an inbound/outbound call, inability to heard by the customer on a call)

Medium

Medium-priority issues affect functionality or the user experience but do not prevent core operations.

Examples include:

• Virtual Console call-quality issues, such as:
  • Fuzzy screens
  • Distorted audio
  • Pixelation
• Not hearing dings for incoming alerts
• Minor system errors or issues preventing the use of a non-revenue or customer-experience-impacting feature 
• Minor audio issues (echo, feedback, etc.)

Low

Low-priority requests generally involve configuration or adjustments that do not prevent normal operations.

Examples include:

• Virtual Console volume adjustments
• Meraki camera setting adjustments
• OHD issues

Not Urgent

These requests do not require immediate troubleshooting and can be addressed as part of normal support workflows.

Examples include:

• Feature requests
• New user additions or removal requests
• Resolution changes
• OHD data requests

Weekend & Holiday Escalation

Because weekend and holiday support is limited to Critical issues, please carefully evaluate the impact of the problem before submitting an escalation.

Submit as Critical when the issue:

Prevents calls from being completed
An issue prevents users from accessing the system or completing inbound or outbound calls.

Prevents rentals from being completed
An issue prevents the rental process from being completed.

Prevents site accessibility
An issue prevents the Virtual Team or customers from accessing the site.

Affects multiple users or agents
Multiple agents are experiencing the same issue or a widespread system problem is occurring.

Affects critical Virtual Console or door functionality
Examples include both Virtual Console iPads being offline, front-door locking/unlocking problems, or in-office activity failing to trigger the Virtual Console.

If the issue is not Critical

Please still submit a support request with as much detail as possible. Non-critical weekend and holiday requests will be followed up on promptly when standard business hours resume.

Choosing the Right Urgency

When deciding how to categorize your issue, consider the impact, not simply how inconvenient the issue is.

Ask yourself:

1. Can users still access the system?
2. Can calls still be accepted and completed?
3. Can rentals still be completed?
4. Can customers and the Virtual Team access the site?
5. Is the issue affecting one user or multiple users?
6. Is a critical Virtual Console, door, or site-access function unavailable?
7. Can work continue using another method?

Use the highest applicable urgency based on the criteria above.

Important: Selecting the correct urgency helps the Support team prioritize issues appropriately. Critical escalation should be reserved for issues that meet the Critical criteria.

Quick Reference

Support Availability at a Glance

Monday–Friday

• 7:00 AM – 7:00 PM CST: Critical issue support
• 8:00 AM – 5:00 PM CST: Support for all issues

Weekends & Holidays

• 7:00 AM – 7:00 PM CST: Critical issue support only
• All other requests: Follow-up when standard business hours resume