Contact Information
Hi TSS Superstar,
We're sorry to hear you ran into an issue.
We will follow up with you according to the SLA agreement that is in place with your company. Please find the support contact details below. We've got your back!
For regular tickets (P2/P3) please e-mail:
[email protected]
For urgent tickets (P1) please call:
US: +1 704 208 3394
EU: +31 85 8888 938
Speak soon,
The Support Team
When is a ticket P1, P2, or P3?
With regards to incidents the following priorities are distinguished according to SLA:
P1
An incident with critical impact, resulting in a solution outage (e.g., malfunction of TSS software, issues while preparing for a live event which starts in < 8 business hours);
P2
An incident with significant impact, affecting the solution but a workaround is possible (e.g., a reboot of TSS at night);
P3
An incident with minor impact, hardly affecting the solution but resulting in a slight decrease in experience (e.g., a random small hick-up in sound). & All requests for information (e.g., questions on use of platform).
Incident Resolution Times
With regards to the ticket submission, the following incident resolution times apply according to SLA:
P1
Within 8 business hours - after the issue acknowledgement, a solution will be provided. The provided solution may be a temporary workaround to support ongoing daily operation, while a final solution is created in parallel. This applies to all issues that can be fixed remotely using our remote support tools. In case local support is required to solve the issue, an engineer will be on-site within 2 working days after the issue has been acknowledged.
P2
Within 24 business hours - after the issue acknowledgement, a solution will be provided. The provided solution may be a temporary workaround to support ongoing daily operation, while a final solution is created in parallel. This applies to all issues that can be fixed remotely using our remote support tools. In case local support is required to solve the issue, an engineer will be on-site within 3 working days after the issue has been acknowledged.
P3
Within 40 business hours - after the issue acknowledgement, a solution will be provided. The provided solution may be a temporary workaround to support ongoing daily operation, while a final solution is created in parallel. This applies to all issues that can be fixed remotely using our remote support tools. In case local support is required to solve the issue, an engineer will be on-site within 2 business weeks after the issue has been acknowledged.
Definition of a Workaround
A Workaround is a temporary and practical measure that enables the user to continue using the Immersive Room for storytelling while the underlying Incident remains unresolved. A Workaround restores functionality to an acceptable operational level but does not constitute a permanent resolution.
Upon implementation of a Workaround, the impact and priority level of the Incident shall be reviewed and may be downgraded in accordance with the reduced impact on service.
The Workaround remains valid until a permanent resolution has been implemented or a mutually agreed resolution plan is established. For example, if the touch functionality is unavailable, the control tablet may temporarily be used to operate the system.