Teamie has a multi-tier support structure and a user can choose to connect with us depending on the severity of the issue and entitlement to the relevant support channel as per Table 1 below.

Support channelInstant classroomCustomer
 
Help Center
Chat/Email/Web Helpdesk
Phone
Account Manager

Table 1 - Entitlement to different support channels as per user profile

An email acknowledgement with a unique issue number is sent to the user within 30 minutes of the issue being reported, followed by email responses on resolution, depending on the criticality of the issue (Table 2). Users can also log into the online portal (support.theteamie.com) to view status of the reported issue.

Service parameterInstant classroomCustomer
 
1. Hours of coverageStandard business hours*Standard business hours (24x7 for Urgent and High)** 
2. Number of casesUnlimitedUnlimited 
3. Response timesInitial and ongoing responseInitial responseOngoing response
Urgent1 Business day1 Hour2 Hours or as agreed
High1 Business day2 Hour4 Hours or as agreed
Normal2 Business days6 Business hours1 Business day or as agreed
Low4 Business days1 Business day2 Business days or as agreed
4. Target resolution time
Urgent2 Business days1 Business day 
High2-4 Business days1-2 Business days 
Normal10-15 Business days5-10 Business days 
Low20-35 Business days15-30 Business days 

Table 2 - Response and resolution time as per criticality of reported issue

*Standard business hours are between 9am to 6pm SGT Monday to Friday
**Account Manager is the single point of contact for reporting and escalation of urgent and high priority issues outside standard business hours

Severity Level Definitions

You can report an issue by clicking on the "Support" button at the bottom of your platform. Opening such a support case online can make it easier to share technical data, error messages, and system information with your Teamie Support representative. Following the online submission with a phone call can reduce response time as well as potential errors in the capture of information.

Teamie recommends that you follow any Urgent and High online support case submissions with a phone call to your local support center.

Teamie support services uses the following definitions to classify issues:

Urgent

A problem that severely impacts your use of the platform (such as loss of data or in which platform is not functioning). The situation halts your business operations and no procedural workaround exists.

High

A problem where the platform is functioning but your use is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.

Normal

A problem that involves partial, non-critical loss of use of the platform. There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

Low

A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. There is low-to-no impact on your business or the performance or functionality of your system.