Productiv Support Quick Reference Guide

This article describes how to start a new case with Productiv Support, and how our Support staff works with you to expedite resolution of your case.

Productiv offers several tiers of support:

Before you begin

Before you contact us, please gather information about the problem. Providing us with background information about the issue you are facing will help us understand your issue better, enabling us to do some preliminary research about your issue before we engage with you.

When you are ready to open a case, please consider the following questions:

• When did the issue first occur?
• What steps have you taken to solve the problem thus far?
• Can you reproduce the issue?

It may also be helpful to include a screen shot.

Working with Support

Once Productiv opens a support case, we assign it to a Productiv Support Analyst, who "owns" your issue until both you and they agree that the case can be closed. The Support Analyst stays in contact with you via email throughout the resolution process.

Productiv depends on you to have the appropriate people and resources available to work with the Support Analyst.

Note: Do not delete your Support Case email. If you ever need to re-open the case for any reason, that email will be useful. (See Re-opening your support case.)

If we need to reassign your case to a different Support Agent to get a better knowledge fit or time zone match, we will let you know.

Initial response target time

Productiv Support uses the following guidelines to assess issues and provide an initial response in a timely manner based on the priority level:

Escalating your support case (optional)

If you feel that your support case should be escalated, respond to your support ticket email and ask for Productiv Support to escalate your case. Any use of the words "escalate" or "escalation" in your Support email thread automatically flags Productiv Suppprt leadership. Leadership reviews your case and, if necessary, creates an action plan to resolve the issue.

Closing your support case

Your case is closed:

• When you confirm that a resolution has been reached, OR
• If Productiv Support requests information from you, makes multiple attempts to contact you throughout a two-week person, and we do not receive a response.

A case may also be closed without final resolution, with acknowledgement and
agreement from you.

Re-opening your support case (optional)

Once a case is closed, if you ever need further assistance with the situation, reply to your original Support Case email. Replying to an email about a closed support case automatically re-opens that case.

Customer satisfaction survey

After Productiv closes your support case, we invite you to fill out a short survey about your experience. This survey gives you the opportunity to provide us with valuable
information to help improve our interactions with you, as well as any product improvement suggestions.

Please complete the customer survey. Your feedback is a valuable tool for Productiv to measure how well our Support team is meeting customer expectations.