Exaserv’s support buckets as an alternative to full Triple-e Support
Exaserv’s support buckets provide an easy way to get access to our support services. Exaserv offers silver, gold, platinum and diamond buckets, with commitments ranging from 50 to 550 hours.
Our support process is very straight forward. You enter tickets into our jira environment every time you experience an issue, have a question or need something new for your SuccessFactors environment. Jira enable both you and us to monitor the progress and quality of the support request.
Gatekeepers will triage the ticket validating and updating the type, priority, effected components and actionability. Ticket priorities range from informational to very high. Response times will depend on priority and emergency.
Combining Support buckets with Test Automation
Many of our customers using test automation, also use our support services. This way, Exaserv can assist you with not only finding the errors, but also resolving them, reducing significantly the time lost in interactions between the different parties.
In specific, using our Test Automation with the support buckets does not restrict you from using your internal organization or current support partner for your day-to-day support. We gladly work together with your preferred support process.