Introduction

The purpose of this document is to define the support levels available to customers of The Happiness Index, how they can access this support and to set clear expectations on the scope of support and response times. 

Support Scope

The scope of support offered by The Happiness Index covers troubleshooting, bug fixes and user guidance. It does not cover custom development or on-site support. Please note for third-party integrations the scope of support is limited to what is in the control of The Happiness Index.

Support Channels

The Happiness Index provides several support channels for customers, such as our Knowledge Hub, email, phone and support portal.

Knowledge Hub

The Happiness Index Knowledge Hub can be accessed via the platform. It contains How to Guides, FAQs and general advice enabling customers to troubleshoot and educate themselves on how to use the platform.

Support Contact Details

For general questions and information customers are able to contact their Customer Success Manager. For technical questions of issues these can be raised with your Customer Success Manager or via our support portal.

Service Availability

The Happiness Index office hours operate between 9am-5.30pm, Monday-Friday (excluding Bank Holidays). Outside these hours the Client can email or leave a voicemail.

Support processes

The support process we follow at The Happiness Index is as follows:

• A support issue is raised by the customer.
• This results in a support ticket being raised.
• The ticket is reviewed and assigned to an individual.
• The ticket will be worked on and tested.
• If testing is successfully complete the ticket will be classed as ‘Resolved’ and closed.
• If the testing is unsuccessful the ticket will be reassigned and worked on until it's successfully resolved.

Priority levels

Support issues will be prioritised according to the following:

Low

• Definition: An error in, or failure of, the Software that: (a) does not significantly affect Software functionality (b) may disable only certain non-essential functions or (c) doesn’t materially impact the Customer’s business performance.
• Example: (1) In light mode, you can’t see the drop down options in report templates or (2) Platform doesn’t remember email template content.

Medium

• Definition: (a) A critical error in the Software for which a work- around exists or (b) A non-critical error in the Software that affects the operations of the Customer’s business or marketability of its service or product
• Example: (1) You can’t copy & paste text into the survey builder, (2) Emotional & Rational bars are disappearing on CA or (3) Creating a new client site, it gives an error message but then the site is created.

High

• Definition: An error in, or failure of, the Software that: (a) materially impacts the operations of the Customer’s business or marketability of its service or product, or (b) disables major functions of the Software from being performed
• Example: (1) Survey has been deployed with hyperlink which isn’t working or (2) Survey responses are coming in but no data is being shown on the Platform.

Severity 1

• Definition: A complete system failure, or outage.
• Example: (1) User logins and see the platform is suddenly down.

Response Times

Our support services prioritise prompt attention to your needs with a focus on minimising any disruption. We strive to provide rapid initial response times to all inquiries and support requests. Our team is committed to acknowledging your request and beginning the diagnostic process swiftly, ensuring that you receive timely updates and effective communication throughout the support experience. This approach helps to address your concerns quickly and efficiently, maintaining high standards of service and customer satisfaction.

Our response times will be as follows:

Low priority

• Acknowledgement: 15 minutes
• Initial Response: 14 days

Medium priority

• Acknowledgement: 15 minutes
• Initial Response: 2 days

High priority

• Acknowledgement: 15 minutes
• Initial Response: 8 hours

Severity 1 priority

• Acknowledgement: 15 minutes
• Initial Response: 4 hours

From June 2023 to May 2024 our average resolution times were:

• Severity 1 = N/A as no tickets raised
• High = 1 day
• Medium = 2.3 days
• Low = 10 days

Definitions

• Acknowledgement: An acknowledgement is sent to confirm the issue has been logged with THI.
• Initial Response: The timeframe in which the issue is assigned and reviewed by one of our support team.

Escalation Procedures

Our escalation procedure is designed to efficiently address and resolve issues that cannot be handled at the initial support level. When a problem is identified that requires advanced expertise or higher-level intervention, it is promptly escalated to the appropriate team. The process begins with the front-line support representative documenting all relevant details and attempting to resolve the issue. If resolution is not possible, the case is escalated to a senior support specialist or subject matter expert. Throughout the escalation, the customer is kept informed of the status and any progress made. In cases where immediate resolution is critical, the issue may be escalated directly to management or the executive team. This structured approach ensures timely and effective resolution of complex issues.

Customer Responsibilities

The customer is expected to cooperate and use the correct Support Channels, follow the Support Process and provide the necessary information to help The Happiness Index troubleshoot and resolve issues.

System Requirements

We recommend customers use a stable internet connection and the latest version of Google Chrome to ensure optimal performance.

Training and Documentation

The Happiness Index will make available user guides, FAQs, knowledge base articles and training materials via the Knowledge Hub which can be found within the platform.

Maintenance & Downtime

To ensure optimal performance and security, our platform undergoes regular maintenance and updates. Scheduled maintenance typically occurs during off-peak hours to minimise disruption. Users will be notified at least 48 hours in advance of any planned downtime wherever possible. During these periods, access to the platform may be limited or temporarily unavailable.

Unscheduled downtime may occur in the event of critical updates or unforeseen technical issues. In such cases, our support team will work diligently to resolve the issues as quickly as possible and provide timely updates on the status of the platform. We appreciate your understanding and patience during these times as we strive to enhance the reliability and functionality of our services.

Compliance & Security

At The Happiness Index, we prioritise compliance and security to ensure the protection of the customer’s data and the integrity of our services. We adhere to industry-leading standards and regulations, including GDPR, to safeguard personal information and maintain transparency in our data handling practices. Our security framework encompasses robust measures such as encryption, multi-factor authentication, and regular security audits. Additionally, our platform undergoes continuous monitoring and updates to address emerging threats and vulnerabilities. 

Termination Of Support

The Happiness Index will cease to provide support services at the point the customer is no longer a customer of The Happiness Index.