What is Fischer's Official Support Process?

About the Fischer Solution Management Team

The Fischer Solution Management is responsible for providing support, facilitating Solution Change Requests, and delivering a exceptional customer experience to all of our customers. 

Support Requests

All requests for support are submitted through the support portal via our ticketing system that is available for all of our customers. Once a request is received, the request is assigned to a member of the Solution Management Team to troubleshoot, re-mediate, and determine the root cause of the issue. If an issue is found to be the result of a potential issue within the customers data, associated target system, etc., the assigned member of the team will reach out directly to the customer contact who initiated the ticket. The official Fischer Service Level agreement governs the response turnaround time.

Solution Change Requests (SCR)

Customer requested changes to their solution, such as modifying or extending solution workflow processes to accommodate a business process change, are submitted in the form of a ticket through our support portal.

Once a ticket has been identified as a solution change request, the ticket is assigned to a member of our Solution Management team to perform an initial review of the request. Once reviewed, the team member assigned to the change request will make contact with the customer to obtain a desired timeline for completion, as well as gather additional details around the requested change to begin building out a plan that outlines the work and effort that is required to be performed by Fischer. Fischer will then share the plan with the customer to obtain mutual acceptance of the requirements.

The plan is incorporated into an official solution change request document that also contains any costs associated with the change request for sign-off. Finally, Fischer will work with the customer to schedule the project.

The overall timeline for changes depends on the amount of effort associated with the change and includes performing the changes in the customer Test environment, user acceptance testing, and migration of the changes to the customer production environment.

When opening a Solution Change Request, please include the following details:
- Detailed description of the use case
- Desired due date for Production go-live

Note: While Fischer makes every attempt to accommodate the customer timeline, existing Fischer project schedules and prior customer commitments can impact Fischer resource availability for the desired project timeline.

IaaS Discretionary Hours

IaaS customers have purchased monthly, discretionary hours that can be used towards minor solution changes. These hours can be used on a month-to-month basis however the hours do not accumulate or "rollover" to the next month.

Discretionary Hours can be used to perform small solution changes, including but not limited to:

• Updates to Notification content
• Minor UI customizations (text changes, etc)
• Updating connected target system hostnames, password enforcement configurations
• Minor workflow modifications (those that require less than 2-3 hours worth of work)

Discretionary Hours cannot be used for:

• Adding a new connected system or application to the Service;
• Migrating the Service to an on premise Client implementation or to another service provider, which shall require Client to execute Fischer’s form of Software License Agreement
• Account reconciliation for existing Covered Persons of newly connected systems and applications;
• Adding any new features to the existing solution
• Creating new workflows

Customer System Maintenance (IaaS Customers)

From time to time, it may be necessary for our customers to perform maintenance events on various applications that will cause any target system to be unavailable. If you have an upcoming maintenance event of a target system or maintenance on the Fischer Global Identity Gateway (GIG) that is integrated with Fischer, including downtime of a GIG dependent file share, please submit a request to us with the date and time of the event at least 2 days prior so that we can suspend your workflows.

Official Fischer Service Level Agreement and Priority Level Criteria

All customers have the ability to escalate incident priority through the ticketing portal. The table below provides the escalation criteria for each of the 4 Fischer priority levels.

Please note, Fischer reserves the right to modify the Priority Level in the event the reported issue falls outside of the Service Agreement criteria. 

Scenarios which are excluded from the Priority 1 and Priority 2 classification include, but are not limited to:

• Test Environment Availability
• Test Environment Solution Functionality Issues
• Solution Change Requests, including on-boarding of new SSO Service Providers
• UI Customization Requests

Maintenance and Release Deployment Schedules (Fischer IaaS Customers)

Fischer Identity is committed to ensuring that customer solutions have the latest product features and bug fixes. Product patching and infrastructure maintenance is performed each month on a scheduled basis. The official schedule is posted in the Announcements section of the Fischer knowledgebase.

We strongly encourage you to follow the maintenance schedule using the ‘Follow’ option located in the top-right hand corner of the Maintenance article. When following the article, you will receive notifications of any changes made to the schedule.

Product Releases (Fischer On-Premise Customers)

 When new product releases are available, release notes documentation containing links to download the release is published in the Announcements > Product Releases section of the Fischer Knowledgebase. Note: In order to download release software, you must have an account to our release download repository which is separate from the account you use to access the Fischer Support Portal. If you do not have an account, please open a ticket and we’ll be happy to create an account for you.

 We strongly encourage you to follow the maintenance schedule using the ‘Follow’ option located in the top-right hand corner of the main Product Releases article. When following the article, you will receive notifications of when new releases are available.

Escalation

Fischer provides 24x7 support for all Priority 1 and Priority 2 issues. When tickets in the Priority 1 and 2 level are submitted or updated, alerts and notifications are sent to all members of our Solution Management team.

To escalate tickets that are already open, please add a comment into the ticket using the following hashtags:

If you do not receive an update within the established priority level time frame defined in the Priority Level matrix, you can reach us by calling (800) 776-7258, Option 1.

 If at anytime you feel we are not providing you the level of support that you expect from Fischer, you can e-mail iden.escalations@fischeridentity.com and a member of the Fischer Management team will follow-up with you.

Related Article(s):

How do I use the Fischer Support Portal?