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Version(s): 2.1─ 3.5, 4.1
Last updated: December 12, 2009
Document number: 1197
The Digital Archives offers a variety of customer support options. In addition to traditional call center support, the Digital Archives also provides email support, training seminars, and user documentation and online help. This tiered customer support strategy enables the Digital Archives to quickly and efficiently address customer issues and concerns as they arise.
Information Center Support
The Iron Mountain Information Center provides 24-hours a day, 7-days a week “live” system support for our customers through our Collegeville, Pennsylvania facility. The IMIC currently employs eighteen support analysts, two supervisors, and one manager to oversee Digital Archives Support. Support analysts are also available in our Boston, Massachusetts' headquarters facility to help triage top priority issues.
The IMIC provides system support through the following processes:
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Automated Call Distribution: calls are routed into specific specialty queues according to an automated attendant system.
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Call Ticketing: All calls are logged and assigned a unique call ticket for tracking from inception to completion. Tickets can quickly be escalated to 2nd and 3rd level support representatives for resolution. Management over-sight assures tickets are being followed-up and processed on a priority basis.
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Specialized West-Coast Support Team: Additional coverage related to IMOSDP product support is provided out of Renton, Washington. Three additional analysts populate that location and share the same ticketing application for escalation purposes.
The Information Center prioritizes tickets based upon the impact an issue has on a customer. For example, if the Digital Archives application is not available, the Call Ticket is assigned a Severity 1 (High Priority). If there is no customer impact, such as a cosmetic adjustment to the user interface, the Call Ticket is assigned a Severity 4 (Average Priority).
All call tickets are handled based upon the severity level assigned. The following table provides additional information as to how Call Tickets are classified.
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Call Ticket Severity
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Description
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Severity 1 (High)
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This severity is assigned if the Digital Archives application is unavailable.
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Severity 2 (Medium-High)
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This severity is assigned if the Digital Archives is available, but core functionality needed by the customer to conduct business is unavailable.
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Severity 3 (Medium)
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This severity is assigned if the Digital Archives available and core functionality is available, but a workaround is needed to correct a customer issue.
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Severity 4 (Average)
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This severity is assigned if the Digital Archives is available and core functionality is available, but a minor update to the Digital Archives is needed.
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Severity 5 (Scheduled)
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This severity is assigned if routine maintenance or enhancements are scheduled for the Digital Archives.
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Telephone support
To contact the Information Center, call Digital Archives Support at (800) 888-2774.
Email Support
To contact Digital Archives Support via email, send your questions and comments to digitalservicessupport@ironmountain.com.
Documentation Support
User documentation and online help are provided as part of a standard Digital Archives implementation. The following describes the documents available.
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Digital Archives Guide for Users and Admins: This document provides detailed procedures for both users and Administrators. Users can find information for searching and retrieving assets, as well as instructions for downloading, faxing, emailing, requesting, and printing assets. For Administrators, this document provides detailed procedures for creating and managing users and groups.
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Supervision Service Guide for Users and Admins: This document provided detailed procedures and information about using the Supervision Service for both users and Adminstrators. It also contains report information.
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Online Help: Users access the online help system by clicking the Help button in the navigation menu.The help system contains information about both the Digital Archives and Supervision Service, including a glossary of terms, and a searchable index.
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Technical White Papers: These documents provide a technical and business overview of the Digital Archives, including specific information about features and functionality, search capabilities, administration and security, and SEC logging requirements.
On-boarding Support
If you would like to add an asset type, change your retention schedule, or update any other on-boarding parameters, contact your Iron Mountain Account Executive.
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