Helpdesk Process

ICE Service Communication Process

We strive to provide our customers a 99.99% uptime, however, to ensure our customers are provided with the latest security and feature updates, the ICE team performs regular maintenance and new releases from time to time. During these events, ICE team will send regular updates throughout the maintenance, upgrades or issue management process.

1 ICE Downtime Notifications

ICE clients will be provided with a complete interruption report within an hour of an internal confirmation of service interruption has occurred. The notification will be sent to the Emergency distribution list provided by the client. (Note: Emails will be sent to the emergency contact list for the clients that have been affected. We recommend establishing a single global email address for your organization)

If an ICE representative does not contact you in regards to a suspected service interruption, please contact ICE Technical Support with as much detail as possible. If you are unable to connect the ICE team through the phone support, we encourage you to contact us via the Chat or Email channel, or contact our technical support team via the ICE admin console.

If you are unable to reach the ICE Technical Support team in cases of suspected service interruption, please contact your Enterprise Account Manager, who will be kept updated as to the situation.

2. ICE Uptime Notification

An uptime notification will be sent to the Emergency distribution list once ICE services are restored. The ICE technical support team will ensure that an update on the issue is sent every 24 business hours until a root cause analysis, impact and resolution steps are completed.

3. Periodic Updates for ICE

ICE technical support will ensure that an update is sent out to the Emergency Contact distribution list on an hourly basis during times when ICE services are unavailable.

4. Scheduled Maintenance

The ICE team performs regular maintenance on the servers to ensure that we have required resources to provide best service to our customers. All scheduled maintenance communications will be sent to each customer’s emergency distribution list.

The ICE team provides at least 24 hours of notice to the customer in an event when maintenance is needed for ensuring service deliverables are met. For operational reasons, a shorter notice period may occasionally be necessary.

5. Emergency Maintenance

On rare occasions, ICE team may perform an emergency maintenance. During these times, we will strive to provide as much advance notice as possible. We will also ensure that such maintenance occurs during times that cause minimal business impact to customers.

6. Emergency Distribution List

During all ICE implementations, your dedicated Account Manager will maintain a list of Emergency Contacts for communicating service-related information, including but not limited to scheduled maintenance, product upgrades, uptime downtime notifications, and newsletters. It is an ICE customer’s responsibility to provide any updates to the Emergency Contacts by notifying ICE Technical support team of all changes. We strongly recommend providing one single global email address that includes all the required stakeholders for your account.

Technical Issue Ticketing Process

All technical issues either reported by ICE team or informed by a customer are entered within the ICE Helpdesk ticketing system. The ICE technical team assigns a priority level to each of these tickets and addresses the tickets based on their priority level. ICE technical team reserves the right to change the priority level due to technical or business reasons. Below is the priority level matrix for all ICE tickets.