How does support ticket handling work for Polyosync Enterprise customers?
Polyosync Enterprise accounts may operate under customized commercial, operational, and support arrangements.
Support ticket handling can therefore depend on the Enterprise organization's configuration and applicable contractual terms.
What types of issues can Enterprise customers report?
Enterprise support requests may concern:
1. Organization and workspace administration.
2. Employee roles and permissions.
3. AI Employee configuration.
4. AI collaboration and orchestration.
5. Autonomous workflows.
6. Business process execution.
7. External integrations.
8. Operational monitoring.
9. Security and privacy concerns.
10. Billing or account configuration.
How should an Enterprise organization submit a request?
Use the available Polyosync support process or any support channel specified in the applicable Enterprise agreement.
Provide the affected organization, feature, operational impact, and relevant diagnostic details.
Can Enterprise customers have different support arrangements?
Yes.
Enterprise contracts may define particular service levels, escalation arrangements, or other support conditions.
The applicable agreement determines which commitments apply to a specific customer.
Does every Enterprise customer receive identical response times?
Not necessarily.
Response commitments depend on the relevant contract and support configuration.
Do support response times guarantee resolution times?
Not automatically.
A commitment to respond within a particular period is different from a guarantee that the underlying issue will be fully resolved within that period.
Any such obligations must be interpreted according to their contractual definitions.
How should critical business disruptions be reported?
Clearly explain:
1. The affected business operation.
2. The number or scope of affected users.
3. Whether customer-facing services are disrupted.
4. Whether a workaround exists.
5. When the problem began.
6. Whether the issue is ongoing.
7. Whether sensitive information may be affected.
What if the issue involves a potential security incident?
Identify the request as security-related and use the applicable escalation process.
Do not include unnecessary confidential records or authentication credentials.
Who should communicate with Support?
Organizations should identify the employees authorized to manage support requests and provide relevant business or technical information.
The exact ticket visibility and access permissions depend on the account configuration.
What if the organization has a custom integration or workflow?
Provide sufficient configuration and execution context to identify the affected operation.
Do not assume that custom implementation details are automatically visible in every support request.
Recommended practice
Enterprise organizations should understand their agreed support terms, identify responsible internal contacts, and provide clear business-impact information when reporting operational issues.