Brevity Support Fact Sheet
This fact sheet will provide an overview on how the Brevity Care Support Team services tickets raised by customers. It also contains advice on how to get the most out of your support experience. Please refer to this document for updates as it will ensure that we partner with you to understand and resolve your business issues more effectively and efficiently.
Table of contents
End-to-end support workflow.
Service Level Agreements
Issue Classification | Definition | Available from 09:00 to 17:00 AEST | Standard | Premium |
|---|---|---|---|---|
P1 - HIGHEST | The Software is inoperable or a core function of the Software is unavailable | Response time-> | 1 Business day | 2 hours |
Target resolution time-> | 2 Business days | 1 Business day | ||
P2 - HIGH | A core function of the Software is significantly impaired | Response time-> | 2 Business days | 4 hours |
Target resolution time-> | One week | 3 Business days | ||
P3 - MEDIUM | A core function of the Software is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Software is significantly impaired | Response time-> | 3 Business day | 1 Business Day |
Target resolution time-> | As available | As available | ||
P4 - LOW | Any impairment of the Software not falling into the above categories; and any cosmetic issue affecting the Software | Response time-> | 5 Business days | 5 Business days |
Target resolution time-> | As available | As available |
Brevity Support will use all reasonable efforts to adhere to target time frames listed above. Brevity shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request: [an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request]. For non-reproducible issues, Upon initial triage of a support issue, Brevity shall determine, acting reasonably, into which severity category an issue falls. A customer can add information of critical context to a support issue for Brevity to consider when assigning priority. With respect to issues received outside of normal business hours, Brevity Care shall acknowledge receipt of such issues as soon as possible on the first business day following submission, and the response time goals set forth above shall be measured from the beginning of such business day.
Core Functions
Core functions are application modules that facilitate key business activities that if not functioning, will severely restrict or degrade your business from operating in a normal fashion.
Payroll | Employee Leave |
Invoicing | Onboarding |
Timesheets | Schedule board |
Plan Management invoices + Claims | Send Service Agreements |
Adding client record + onboarding client | Accident + incident management |
Client Funding | Transport and Travel KMS |
Claim files | Shift notes |
Non core Functions
These functions are application modules that facilitate secondary business activities that if not functioning, will not restrict or degrade your business from operating in a normal fashion.
Mobile Log-in Issues | Uploading documents |
Unable to access Brevity/Portal | Compliance issues |
Reports | Alerts |
Import PM Invoices | Mail Merge issues |
SIL scheduling | Client Goals Management |
Unable to Clock in/out from Mobile app | Bulk email and SMS notification |
Customisation requests | Branch Issues |
What information should you include when raising a support ticket?
Subject: This should summarise your issues in one sentence and include clear and concise information. i.e. 10 users are unable to access payroll and we are unable to pay contractors for the week
Problem Description:
Consider writing and providing a problem statement.
In addition, consider the following questions when adding information to the ticket:
Can you provide the steps taken that results in the problem?
When did problem start?
What are the symptoms of the issue?
Is this problem occurring other users?
Do we need access to your Brevity Care instance? If so, complete this form in advance
Are you able to provide screenshots of what is occurring?
What steps have you taken to investigate the issue?
Have there been any IT changes recently?
Business Impact:
Please provide the physical impact to your business as a result of this problem. This can be achieved through a business impact statement.
In addition, consider the following questions when adding information to the ticket:
details of any revenue / cost lost as a result of the problem
material impact of the problem
inconveniences caused to staff, patients or contractors
missed business deadlines
reputation damage
compliance breach
customer satisfaction
Problem statement
A Customer Problem Statement is a detailed description of an issue that needs to be addressed. A customer problem statement helps you and your team understand the detailed experience you are attempting to resolved
The statement also helps to ensure teams are focusing on the right thing during the investigation process. Below is a template problem statement that we encourage our customers to provide:
I am trying to [description of the outcome trying to be achieved] but [describe what problems or barriers stand in the way]. I have tried [description of steps taken to achieve desired outcome] however the problem still persists.
Business Impact
The business impact can be defined by the process that can no longer continue because of the issue and the physical impact is is having as a result. For example, what activities are you unable to complete? And how does this affect your day to day operations? Example below:
I am unable to properly schedule appointments for Clients, which means that I have carers scheduled with no Clients to tend to, costing us $4500 per day.
Please direct and questions or concerns to support@brevity.com.au
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