Customer Care Quick Reference Guide for FRAMES
Version 3.0
Welcome to the GryphTech Customer Care system.
It is our goal to provide our customers with an easy to use, responsive and direct channel of access to the
support services that we offer.
The following guide is intended to provide you with the knowledge to use the CR system efficiently and
effectively. As well as instruction on how to use the system, we have provided information to assist you in
understanding GryphTech support processes including escalation procedures and emergency support and
support contact information.
Please review each section of this reference guide to ensure that you receive the topmost quality of customer
care, and remember to keep it close at hand as you may need to reference this information on occasion when
requesting support.
Finally, we’d like to thank you for your business and encourage you to provide feedback on your experiences
with customer service – we’re always looking for ways to improve the quality of service that you receive!
GryphTech Customer Care Team
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Table of Contents
Support Overview................................................................................................................................................. 3
Inclusions .......................................................................................................................................................... 3
Exclusions ........................................................................................................................................................ 3
Response Timing.............................................................................................................................................. 3
Definitions ......................................................................................................................................................... 4
Accessing the CR System ................................................................................................................................ 5
System Requirements ...................................................................................................................................... 5
Logging In ......................................................................................................................................................... 5
Viewing CRs ..................................................................................................................................................... 5
Submitting Change Requests (Support Requests) .............................................................................................. 6
Categorization .................................................................................................................................................. 7
Prioritization ...................................................................................................................................................... 7
Describing the problem .................................................................................................................................... 7
Managing Change Requests ............................................................................................................................... 8
Approving CRs ................................................................................................................................................. 8
Escalation of CR(s) .......................................................................................................................................... 8
Alerts and Notifications ..................................................................................................................................... 9
GryphTech Customer Care Process ..................................................................................................................10
Emergency Support ...........................................................................................................................................11
Support Contacts ...............................................................................................................................................12
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Support Overview
Gryphtech uses an online Change Request System (CR System) to track requests for support from all its
customers. It is accessed through web browser and does require a unique user ID and password for each
user to create new requests and respond/review existing request. The CR system is accessed through the
following URL: http://cr.gryphtech.com. Please email [email protected] if you need a user ID or
forgot your password.
The CR system is available 24 hours a day, 7 days per week. Any planned system maintenance will be
executed with notice to all users. In case of system unavailability, email: [email protected]
Inclusions
The support that GryphTech offers to its clients is comprehensive – we provide access to all range of subject
matter expertise from technical development, infrastructure support to business user assistance.
An example of the types of issues that are included and covered by your support hours are;
 Investigation of CR questions
 Data related fixes
 Adding lookup values such as a new GL Account, Service Area, etc.
 Changes in associate fees
Exclusions
At times there will be requests that are either warranty items or requests that may be deemed billable for
other reasons.




Warranty (non-billable/does not use support hours): time spent investigating an
issue/question/problem which turns out to be a bug in the system
Billable: an issue or request for enhancement or customization (this will be quoted to you for approval
prior to development and eventual billing).
Tasks which are not currently included as part of support and are billable:
Tasks that are considered support when you have exceeded your monthly support hours
agreement.*
* When this happens, you will receive with your monthly invoice a Monthly Support report that will list the
various support CRs we worked on during the month and the time we spent on each item.
Response Timing
All requests for support are responded to in priority, based on the priority level initially set by the individual
submitting the CR. Occasionally and only when deemed appropriate, a priority level may be changed by a
GryphTech internal resource. CRs are initially responded to in priority as follows;
Low = within 5 business days of receipt of CR
Normal = within 2 business days of receipt of CR
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High = within 1 business day of receipt of CR
Please see the section below on Prioritization to help you understand how you should prioritize CRs.
Definitions
QA: Quality assurance
FLC: First Line Coordinator
BUG: a malfunction of a feature that was clearly defined and understood (within 60 days of implementation)
WARRANTY: the guarantee of performance of the code per specification or other agreement, within 60 days
of implementation
CR: Change Request
IE: Internet Explorer
SYSTEM OUTAGE: A system or service is completely unavailable and inaccessible
PORT: Move code from one environment or server to another
TEST server: The server where you will be asked to test the system changes you have requested.
STAGE server: Once you have approved a change on the test server, we will move the changes to our
staging environment. It is mostly for us to verify that the changes we have made will not have an unexpected
effect on the production environment once they are ported. We may ask you to do a final review of changes
on the stage environment as well.
PROD (Production) server: The LIVE server where sites and access are publicly available
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Accessing the CR System
System Requirements
The CR system is available entirely via the Internet – the minimum required system specifications are;
 Intel Pentium or higher
 Internet Explorer 5.5 or higher
Logging In
Steps:
1. Open IE and browse to http://cr.gryphtech.com
2. Enter your User ID and Password as provided
via email.
3. OPTION:
You may wish to select the “Save this
password” option if you are the only user on
your computer as this will automatically log you
into the system when you browse to the CR
login page. Otherwise leave this option
unchecked.
4. Select “Login”.
5. You will be presented with a page listing your
current CRs if you have any.
Viewing CRs
In the main navigation bar at the top of the CR page you will see several dropdown options – these provide
filtering options when viewing CRs.
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Steps:
1. If you cannot see any CRs but are confident that you have submitted at least one, try selecting the
“Show All” option from the “Status” dropdown list and then clicking the “GO” button to the far right.
This displays all CRs submitted regardless of status – including those deferred or completed.
2. You can continue to filter your CRs any combination of dropdowns as you wish.
3. When you see the CR you wish to review details for, simply click on the CR number.
4. OPTION:
If you know the CR number, simply enter it in the field “To go to a specific Change Request (CR):”
and select “GO”
Submitting Change Requests (Support Requests)
When submitting a Change Request, it is very important to ensure that you have included all the necessary
information; the more information you provide, the better our ability to understand and address your problem.
Steps:
1. From the main navigation, click on the “New CR” link.
2. Title: enter a title that is descriptive of your issue.
3. URL/Site: enter the page URL that you are having the problem on.
TIP: Copy the URL from your browser address
window and paste here.
4. Categorization – see below for details
5. Version Number – FRAMES clients need not
enter a value here.
6. Prioritization – see below for details
7. Assign to – ensure that you assign the CR to the
FLC (First Line Coordinator)
8. Describing the problem – see below for details
9. Upload file – if you have a screen shot of the
error, you can use this function to upload/attach it
to your CR
10. Send email notification – this option should
remain checked if you wish to have email notifications on this CR when updated.
11. Save – submits the CR into the system.
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Categorization
There are many options available when categorizing a CR. This categorization is one of the key elements that
are considered during GryphTech’ support process.
Review all available categorizations and do your best to assign your CR to the category that it appears to
most logically fit under. The more appropriately you issue is categorized, the faster all CRs are moved
through the system.
Use the General category to enter a question or request a change to the system; use the Bug category to
report unexpected behaviour or an error in the system.
Note that we may from time to time re-categorize your CR as appropriate.
Prioritization
There are only three options when setting a priority on your CR; High, Normal, Low.
While it may be tempting to categorize all of your issues as high priority assuming they will get immediate
attention, this defeats the purpose of prioritization and backs up the support process due to re-prioritization of
many non-critical CRs.
Low:
-
Post-dated requests, such as future changes in associate fees.
Adding a lookup value, such as a GL Account, Service Area, Note Category, etc.
Questions regarding system functionality or business rules application
Normal:
- Administrative system access
- Reporting unexpected results in a report or on a screen
High:
-
Current billing cycle invoice-related issues
Unexpected behaviors within application, that adversely affects user’s ability to complete
tasks/processes within system
any ‘run time error”
system outages/unavailability
Describing the problem
The accuracy and detail of the description of the problem you are experiencing is critical to our ability to
troubleshoot and correct the issue.
Please remember to include the following elements at a minimum in your problem description;
1. If the system returns an error message, either copy and paste the error message(s) or note the alert
wording any numbers associated with it – or if possible provide a screen shot. Ensure these are
included in the description EXACTLY as you see them.
2. Provide as much detail as possible about the error itself.
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3. Provide the actual steps that you took leading up to the error. This will greatly assist us in
reproducing that error and troubleshooting it.
4. Indicate the security code used when the error was encountered, if applicable. Who is experiencing
the problem? Only a specific security code or all?
5. When referring to payments or deposits, include as much reference information as possible (e.g.
payment reference number, payment amount, deposit amount, company involved, etc)
6. When referring to a report, specify ALL the criteria used to run the report.
Managing Change Requests
Once you have submitted your CR it goes through the GryphTech Support Process.
Each time your CR is updated by yourself or a GryphTech resource, you will receive an email notification with
a link to your CR. Please review the notification, and if the CR has been assigned back to you review the CR
and respond as necessary.
At any time, you may request status on your CR by browsing to the CR and entering a note, assigning it to
our internal Front Line Coordinator or the last resource that contacted you regarding the CR.
Approving CRs
It is important to review and approve CRs on a timely basis.
Steps:
1. Once GryphTech has completed development and internal testing on the CR, it will be assigned back
to you to review on the TEST server.
2. Client will review the fix/enhancement on the TEST server.
3. Provide formal approval to Port to STAGE OR details of any problems or issues via the CR system
and be sure to assign back to GryphTech resource.
4. Client review and approval on STAGE OR details of any problems or issues via the CR system and
be sure to assign back to GryphTech.
5. Final Approved code will be moved to PROD.
6. Final request for review and approval on PROD will be issued via CR system to client.
7. Review and approve code on PROD and assign back to GryphTech resource.
8. GryphTech will close CR.
Escalation of CR(s)
From time to time, it may be necessary to escalate an item that is in the CR system. These may be items that
have been in the system for some time, or with which you are having difficulty finding resolutions.
If you find it necessary to escalate the issue outside of the CR system process, please follow this procedure;
Steps:
1.
2.
3.
4.
5.
Send an email to [email protected] or call Michel Potvin at 416-362-0543 ext. 126.
Be prepared to provide the CR number(s) in question and a brief history of the issue(s)
Internal resources will be engaged to resolve the issue(s) as soon as possible
GryphTech will follow-up via email or telephone AS WELL AS the CR system.
Once escalated, all follow-up regarding status should be communicated through Michel.
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Notification
The system has been configured with notifications to help you in managing your CRs. Each time your CR is
updated by yourself or a GryphTech resource, you will receive an email notification with a link to your CR.
Please review the notification, and if the CR has been assigned back to you review the CR and respond as
necessary.
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GryphTech Customer Care Process
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Emergency Support
There may be some occasions when you will need emergency support. This service is offered at no charge,
when an issue that arises is deemed an emergency. Emergency issues can include but are not limited to
problems such as site availability outages and major functional problems/outages.
Please note that if the Emergency support process is not properly followed and/or a problem which is not an
emergency is escalated through this process, a $250 per hour charge may be applied at the discretion of
GryphTech.
Emergency support steps;
1. Ensure that the problem you are experiencing is not related to your computer, network or internet
connection.
2. Call the GryphTech support number in North America and leave a message in the emergency voice
mailbox (Extension 130) including the time of your call, your name and contact information. Leaving a
message automatically pages on-call support.
3. If you do not receive a response within 1 hour, leave another message in the GryphTech emergency
mailbox.
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Support Contacts
Support contact information is provided below for reference. Please do not contact internal support staff
regarding CR issues unless you are implementing an escalation procedure.
GryphTech Inc.
Name
Title
Telephone
Email
Michel Potvin
Director of Customer
Service
416.362.0543 ext. 126
[email protected]
Anupam Sanghera
Customer Service
Coordinator
416.362.0543 ext. 158
Contact via CR system
EMERG
416.362.0543 ext. 130
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