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Vymo Premium Support - SOP

This SOP is applicable for supporting queries in the English language only (email and phone). For support in other languages, please contact the Vymo Sales team.

  1. Dedicated resource(s) will support end-user inquiries starting from the Launch date. A dedicated phone number with IVR support will be provided. Note: This is the only number available to end users.
  2. The Client SPOC will train the dedicated Vymo Premium Support (VPS) resources, using a well-documented Training Manual. This manual is the sole source of information for training the VPS team. Any content outside this manual will require additional training provided by the Client team.
  3. VPS will respond to end-user inquiries about the Vymo Application and Customer's business workflows, provided that training sign-off is given by the Vymo Support team in conjunction with the Vymo Project Team and Client Teams.
  4. Issues will be handled on a first-come, first-served basis. Note: Users must dial the number again if the lines are busy.
  5. If users cannot reach the VPS phone despite multiple attempts, they can contact VPS at [email protected].
  6. VPS will provide daily reports for the first month after signing up for Premium Support. Reports will be sent at the end of each weekday. After the first month, reports will be sent weekly.
  7. Any end-user questions related to Client-specific queries that VPS is not trained or enabled to handle will be collated at the end of the day and shared with the Client SPOC. The Client SPOC is expected to provide necessary support promptly. VPS will update users as soon as updates are received from the Client SPOC.
  8. If an incident is classified as a Change Request (CR) and not a Bug, the process for a new CR will be initiated after mutual agreement between the Client SPOC and the VPS team. The case will then be handed over to the Vymo CSM team.
  9. The lead time to set up the VPS team is 8–12 weeks from when the Client confirms signing up for the Premium Support model.

High Severity Incidents (S1 & S2)

  1. In case a Sev1 or Sev2 incident occurs outside VPS timings, please write to [email protected] and call the First Level Escalation for Sev1 issues. Follow the escalation matrix until the Sev1 Incident is acknowledged.
  2. Any security incident reported is automatically classified as Severity 1 and will be acted upon with the highest priority. VPS may recommend shutting down services for end-users until the incident is resolved or patched.

If the incident originated at the Client end

  1. The Client SPOC must keep the VPS team informed via email and phone if there is an Incident Reported at the Client end that can impact Vymo users.
  2. The Client SPOC will share timelines for resolution and confirm once resolved.
  3. VPS will communicate to Vymo users based on the information given to the VPS team.
  4. A Root Cause Analysis (RCA) will be shared with the Vymo Support Team and the Project Team.

If the incident originated at the Vymo end

  1. VPS will keep the Client SPOC informed of the incident's severity and communicate as per agreed timelines for resolution and response.
  2. The VPS team will maintain available phone lines and keep Vymo users informed about the issue and updates.

Incident Details (For Client SPOC)

Please provide the following mandatory details as part of the incident reporting to reduce response and resolution times:

  1. Number of user(s) impacted
  2. Vymo Login ID(s) (sample IDs of impacted users)
  3. Incident reported in App (Android or iOS or both) or Web or both.
  4. Detailed Incident Summary & Description
  5. Screenshot(s) & Videos of the incident reported

Expectations from Customer end

  1. The Customer will designate an in-house Support team SPOC to engage with the Vymo Support team for all discussions on Reporting and Reviews.
  2. In case the Client SPOC needs further support in resolving the incident, they can contact VPS by sending an email to [email protected].

VSS Timings

India (UTC+5:30)

Working Days Timings
Mon–Fri 9:00 AM to 6:00 PM
Saturday (1st, 3rd and 5th) 9:00 AM to 6:00 PM
Saturday (2nd, 4th) Unavailable
Sunday Unavailable
All Public Holidays Unavailable

UAE/Dubai (UTC+4:00)

Working Days Timings
Mon–Thu 9:00 AM to 6:00 PM
Saturday 9:00 AM to 6:00 PM
Sunday 9:00 AM to 6:00 PM
Friday Unavailable
All Public Holidays Unavailable

Vietnam & Thailand & Indonesia (UTC+7:00)

Working Days Timings
Mon–Fri 9:00 AM to 6:00 PM
Saturday (1st, 3rd and 5th) 9:00 AM to 6:00 PM
Saturday (2nd, 4th) Unavailable
Sunday Unavailable
All Public Holidays Unavailable

United States of America (UTC-6:00)

Working Days Timings
Mon–Fri 8:00 AM to 5:00 PM
Saturday Unavailable
Sunday Unavailable
All Public Holidays Unavailable

Vymo Severity Definitions

Severity 1 (Urgent)

  • Definition: More than 25% of users impacted.
  • Examples: Login isn't working.
  • Action:
    • From Vymo: Communication from VPS or Customer Support Manager via email and phone call within 5 minutes of a Sev1 issue being identified at Vymo.
    • From Client: Email & Phone Call from Client SPOC to VPS and Vymo Customer Support Manager.
    • Notify the client within 15 minutes with issue validation, from the time Vymo's internal monitors detect the same.
    • All hands on deck. Send regular emails to the client about the status every 30 minutes.
  • Resolution:
    • Permanent Resolution or acceptable workaround, within 4 hours from the time the incident is reported.
    • In case of an Android App issue, we will provide a fix and make it available on Vymo hosting, so that users can be unblocked immediately.
    • For iOS, we use code push mechanism (requires a stop and start of app to get new code changes), wherever applicable (generally 50% of issues fall under this). Only in cases we need to go through AppStore submission (for binary builds), the SLA can't be met and depends on approvals from Apple.
  • RCA: RCA should be available and provided to the client within 5 business days.

Severity 2 (High Severity)

  • Definition: More than 10% up to 25% of all users impacted for one client.
  • Examples: Existing users are able to continue working, however, new logins are impacted.
  • Action:
    • From Vymo: Communication from VPS or Customer Support Manager via email and phone call within 15 minutes of a Sev2 issue being identified at Vymo.
    • From Client: Email & Phone Call from Client SPOC to VPS and Vymo Customer Support Manager.
    • Notify the client within 1 hour with issue validation, from the time Vymo Support gets phone call/email from the client or from the time Vymo's internal monitors detect the same.
    • Send regular emails to the client about the status every 4 hours.
  • Resolution:
    • Permanent Resolution or acceptable workaround, within 16 hours from the time the incident is reported.
    • In case of an Android App issue, we will provide a fix and make it available on Vymo hosting, so that users can be unblocked immediately.
    • For iOS, we use code push mechanism (requires a stop and start of app to get new code changes), wherever applicable (generally 50% of issues falls under this). Only in cases we need to go through AppStore submission (for binary builds), the SLA can't be met and depends on approvals from Apple.
  • RCA: RCA should be available within 5 business days for internal teams.

Severity 3 (Medium Severity)

  • Definition: Less than 10% of users impacted for one client.
  • Examples: Edit profile fields not editable.
  • Action:
    • From Vymo: Near real-time responses back to the end users with a reasonable amount of hold time on the call or a callback in case of any issues that's taking a few additional minutes to investigate. Callback will be made in less than 30 minutes in such cases.
    • From Client: End user phone call to the VPS team as and when issues occur. Notify the client in the Tracker with the details of the issue reported by the user(s). Client will be provided with the release date based on the effort in case of any bug fix.
  • Resolution:
    • Responses for the S3 issues will be provided on a real-time basis for those that don't need escalation to L2/L3 teams (for example, App installation, Login related issues, and basic workflow related questions as part of the current levels of deployment).
    • Response times for S3 incidents will be near real-time (assuming users have to retry when the lines are busy serving customers). These responses will be logged in our Internal Ticketing Tool Freshdesk within 1 hour of the end of the call with the user.
  • RCA: Severity 3 incidents with a recurrence of more than 5 times a week, need to be provided an RCA within 10 days.

Severity 4 (Low Severity)

  • Definition: Less than 1% of users impacted for one client.
  • Examples: Adoption report isn't showing data for older than 30 days.
  • Action:
    • From Vymo: Near real-time responses back to the end users with a reasonable amount of hold time on the call or a callback in case of any issues that's taking a few additional minutes to investigate. Callback will be made in less than 30 minutes in such cases.
    • From Client: End user phone call to the VPS team as and when issues occur. Notify the client in the Tracker with the details of the issue reported by the user(s). Client will be provided with the release date based on the effort in case of any bug fix.
  • Resolution:
    • Responses for the S4 issues will be provided on a real-time basis for those that do not need escalation to L2/L3 teams (for example, App installation, Login related issues, and basic workflow related questions as part of the current levels of deployment).
    • Response times for S4 incidents will be near real-time (assuming users have to retry when the lines are busy serving customers). These responses will be logged in our Internal Ticketing Tool Freshdesk within 1 hour of the end of the call with the user.
  • RCA: NA
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