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Cómo trabajar con Elastic Swiftype Support: Mejores prácticas
¿Qué puedo esperar de Elastic Swiftype Support?
Nuestro alcance de soporte Nuestro soporte Swiftype Standard y Pro es un nivel de producción de soporte que se enfoca en garantizar que tu motor Swiftype funcione como se espera y esté disponible. Para ello, ofrecemos lo siguiente:
Análisis del estado de tu motor. Medidas que puedes tomar para estabilizar o ajustar tu motor. Actualizaciones de las acciones que nuestros ingenieros toman para estabilizar tu motor. Indicadores a la documentación o foros de Swiftype si tu pregunta está fuera del alcance de la propia plataforma. Swiftype Premium incluye todo lo anterior y, además, preguntas de implementación más detalladas.
Nuestras horas y nuestros tiempos de respuesta de soporte Suscripción Urgente (Nivel 1) Alto (Nivel 2) Normal (Nivel 3) Premium
4 horas hábiles
1 día hábil
2 días hábiles
Pro
-
-
3 días hábiles
Standard
-
-
3 días hábiles
Nota: El horario de atención es de 8 a. m. a 6 p. m., hora del Pacífico.
Casos Como las actividades más comunes y frecuentes, a continuación incluimos las mejores prácticas relacionadas con la apertura de casos de soporte con Elastic.
¿Qué es un caso? Un caso puede tener muchos nombres; ticket, solicitud de servicio, incidente, problema, asunto, etc. En lo que a nosotros respecta, todos significan lo mismo. Generalmente, usamos el término "caso" porque así es como los llama nuestro proveedor de sistemas de soporte.
Un caso (o cualquier término que prefieras usar) puede representar diferentes tipos de situaciones con las que te encontrarás como cliente:
Necesitas ayuda para configurar tu cuenta o motor Swiftype. Te gustaría que se considerara una nueva característica. Tienes una pregunta sobre cómo hacer algo con Swiftype. Todas estas situaciones (y probablemente algunas que se nos escapan) son temas de caso válidos.
¿Cuándo debemos abrir un caso? Ahora que estamos de acuerdo en lo que es un caso, hablemos de cuándo abrir uno.
En términos generales, debes abrir un caso para cualquier cosa importante para ti. Es así de simple. Los casos son la forma en que nos comunicamos entre nosotros la mayor parte del tiempo, y queremos estar bien conectados contigo como cliente para asegurar tu éxito así como el nuestro. En caso de duda, abre un caso para abrir la discusión.
¿Cómo puedo abrir un caso? Esto es bastante sencillo. Simplemente, envíanos un correo electrónico a support@elastic.co desde las direcciones de correo electrónico registradas en tu cuenta. Recibirás un correo electrónico de confirmación de nuestro sistema informándote que se creó tu caso, y toda conversación futura puede ocurrir con solo responder a ese correo electrónico.
También puedes iniciar sesión en nuestro portal de soporte al cliente en https://support.elastic.co . Ten en cuenta que el nombre de usuario y la contraseña serán diferentes del nombre de usuario y la contraseña de tu consola Swiftype.
Ten en cuenta que debes ser un contacto con nombre para acceder al soporte de Swiftype: comunícate con el titular principal de tu cuenta para solicitar que se te añada como un contacto con nombre.
¿Qué debo incluir en mi caso? Hay dos tipos de información clave que puedes darnos en tu correo electrónico:
La dirección de correo electrónico principal de tu cuenta. El nombre del motor por el cual estás consultando (puede que tengas varios) La naturaleza del problema Dinos todo lo que puedas sobre el problema al que te enfrentas y nosotros nos encargaremos del resto.
Gravedad: Ofrecemos 3 niveles de gravedad: Urgente (1), Alto (2) y Normal (3)
Nota: Las gravedades 1 y 2 solo se aplican a Swiftype Premium.
Tenemos definiciones bastante estandarizadas de lo que significan:
Urgente: el entorno de producción no funciona o está dañado gravemente y no hay ninguna solución disponible. Tus ingresos, seguridad o marca están en riesgo.
Alto: el entorno está funcionando, pero el software está afectado y funciona con una capacidad reducida, o un plazo inminente está en riesgo. Los ingresos, seguridad o marca se ven potencialmente amenazados.
Normal: este es el nivel de gravedad predeterminado. Algo no está funcionando como se esperaba o tienes una pregunta general sobre tu despliegue.
Soporte telefónico Vimos cómo abrir un caso, que es la forma más común de comunicamos con los clientes. Pero en ocasiones necesitas hablar con una persona en tiempo real, especialmente cuando el problema que experimentas es muy complejo o de suma urgencia. Nuestro nivel de suscripción Premium ofrece la vía telefónica como canal de soporte, y en esta sección te explicaremos cómo usarla.
Si mi nivel de suscripción incluye acceso telefónico, ¿cómo lo uso? Si tienes una suscripción Premium, tienes derecho al acceso telefónico. ¡Felicitaciones! Para usarlo, solo debes solicitarlo. Cuando abras un caso (ve el tema anterior), si una conversación telefónica es la mejor manera para hablar sobre el problema, infórmanos algunas fechas y horarios en los que estarás disponible y programaremos una llamada. A menos que indiques lo contrario, programaremos la llamada con nuestra propia herramienta de VoIP que permite realizar comunicaciones de voz y video, y compartir la pantalla.
Eventualmente podrás simplemente llamarnos en cualquier momento, pero en esta etapa de nuestra empresa (por su tamaño y escala) ofrecemos el servicio de devolución de llamada programada para la asistencia telefónica.
¿Puedo compartirles mi pantalla? Sí, con gusto echaremos un vistazo a todo lo que pueda ayudarnos a resolver más rápido tu pregunta. La herramienta que usamos para conferencias telefónicas también te permite compartir tu pantalla con nosotros. Solo pregúntanos.