Overview of Inmar Support Tiers and Escalation Process

This article explains the different support tiers available at Inmar, how to access each level, and the process for escalating issues when necessary.

Support Tiers:

• Tier 0 (Self-Service): Access to knowledge base articles, FAQs, and automated AI chatbots for common issues.
• Tier 1 (Basic Support): Frontline support team handling general queries, software usage questions, and routine troubleshooting via email, phone, and live chat.
• Tier 2 (Technical Support): Specialists who handle complex technical issues escalated from Tier 1, including integrations and system errors.
• Tier 3/4 (Engineering/Product Teams): Advanced support for bug fixes, product enhancements, and critical issue resolution.

How to Access Support:

• Use the dedicated support email or phone number for healthcare solutions: [e-mail] / 1-800-XXX-XXXX.
• For immediate responses, live chat will be available soon on the portal.

Escalation Process:

1. Initial Contact: Tier 1 team receives and diagnoses the issue.
2. Escalation to Tier 2: If Tier 1 cannot resolve, tickets are escalated to technical specialists (tracked via Salesforce).
3. Further Escalation: Critical issues or bugs are routed to the Engineering/Product teams using Azure DevOps and Product Board.
4. Status Updates: Customers receive regular updates at each escalation stage.

Service Level Agreements (SLAs):

• Tier 1 issues: Response within 4 hours, resolution within 24 hours.
• Tier 2+: Timelines vary; communicated during escalation.