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Vymo Standard Support - SOP

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

  1. Vymo Standard Support (referred to as VSS from now onward) covers all queries/incidents related to Vymo product offerings only, such as login and Hello Card related issues.
  2. All queries/incidents to VSS should come from the Client L1 SPOC, after initial validation. Please note that VSS does not support queries from end-users directly.
  3. All incidents should be reported to VSS either by sending an email to [email protected] or by calling the help desk phone number.
  4. All queries/incidents are created in Freshdesk as tickets.
  5. The support team will resolve queries/incidents as per Severity. VSS and Client SPOC will work together to re-prioritize tickets to lower/higher severity levels during the ticket lifecycle.
  6. A monthly Support tracker will be sent to the Client SPOC. All incidents will be closed with communication as per published timelines.
  7. If an incident is classified as a Change Request (CR, not a Bug), the process for a new CR will be initiated after mutual agreement between the Client SPOC and VSS team. In this case, VSS will hand over the case to the Vymo CSM team, which will then get in touch with the client SPOC to proceed.

Example of Bug: A field documented in the configuration sheet isn't available in the mobile app.

Example of CR: A field that's not documented in the configuration sheet isn't available in the mobile app.

High Severity Incidents (S1 & S2)

  1. VSS is available 24x7 (365 days) for Severity 1 and Severity 2 incidents.
  2. If the incident occurs outside VSS Timings, please call one of the numbers provided in the escalation matrix below.
  3. Any security incident reported is automatically classified as Severity 1 and will be acted upon with the highest priority. If required, VSS recommends shutting down the services for end-users until the incident is resolved or patched.

If the incident originated at the Client end and is being resolved by the Client

  1. The Client SPOC should keep the team informed via email and phone call using the above numbers if there is an incident reported at the Client end that can impact Vymo users.
  2. The Client SPOC should share the timelines for resolution along with communication via email and confirmation once the resolution has been achieved.
  3. RCA should be shared with the Vymo Support Team and the Project Team.

If the incident originated at the Vymo end and is being resolved by Vymo

  1. VSS will keep the Client SPOC informed of the severity of the incident and communicate as per agreed timelines for resolution and response.
  2. RCA should be shared with the Client SPOC as per timelines.

Incident Details (For Client SPOC)

Please provide the following mandatory details as part of the incident reporting. Without these details, it will take more iterations (and hence more time) to respond and resolve the incident:

  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 set up an in-house Support team (referred to as the Client L1 team from now onward) to handle basic queries from Vymo end-users. This team is expected to be headed by a Support lead who will be the SPOC for the VSS team.
  2. The Client L1 team will respond to all standard queries related to the Vymo application. This team will address and interface with end-users to resolve incidents including, but not limited to, password reset, creating/disabling user accounts, liaising with internal IT teams (and any other vendors or partners) for data, logs etc. that are necessary to debug incidents.
  3. The VSS team will help train and onboard the Client L1 team.
  4. If the Client L1 team needs further support in resolving an incident, they can contact VSS by sending an email to [email protected].
  5. Only incidents raised to the above support email ID will be available for reviews, reporting purposes, and fall under the resolution process.

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:
  • Automated Response within 2 minutes, once VSS receives an email.
  • From Vymo: Communication from VSS 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 VSS and Vymo Customer Support Manager.
  • Notify the client within 15 minutes with issue validation, from the time Vymo Support gets a phone call from the client or 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.
  • 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:
    • Automated Response within 2 minutes, once VSS receives an email.
    • From Vymo: Communication from VSS or Customer Support Manager via email and phone call within 60 minutes of a Sev2 issue being identified at Vymo.
    • From Client: Email from Client SPOC to Vymo Customer Support Manager or VSS Email ID [email protected] as soon as a Sev2 issue is identified by the Client.
    • Notify the client within 1 hour with issue validation, from the time VSS gets a 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, a fix will be provided and made available on Vymo hosting, so that users can be unblocked immediately.
    • For iOS, a code push mechanism is used (requires a stop and start of app to get new code changes), wherever applicable (generally 50% of issues fall under this). Only in cases where 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:
    • Automated Response within 2 minutes, once VSS receives an email.
    • Notify the client within 8 hours with issue validation, from the time Vymo Support gets a phone call/email from the client or from the time Vymo's internal monitors detect the same.
    • Client will be provided with the release date based on the effort. Client-facing teams to communicate any changes.
  • Resolution: Permanent Resolution or acceptable workaround within 5 working days from the time the incident is reported.
  • 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:
    • Automated Response within 2 minutes, once VSS receives an email.
    • Notify the client within 3 working days with issue validation, from the time Vymo Support gets a phone call/email from the client or from the time Vymo's internal monitors detect the same. (Sat, Sun, and public holidays in India aren't considered working days).
    • Client will be provided with the release date based on the effort. Client-facing teams to communicate any changes.
  • Resolution: NA
  • RCA: NA
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