Support Policy

Bite Support Policy Overview

Bite Help Center - getbite.zendesk.com where we have dozens of help articles and the ability to raise a support request.

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1. Support Center

1.1. Contact Information. Users can contact Bite Support in the following ways:

1. Help Center (Knowledge Base): getbite.zendesk.com
2. Web Form Ticket - click here to raise a support request
3. Email: [e-mail]
4. Support Phone Line [phone] NOTE: Phone support is available based on agent coverage and volume. If you leave a voicemail it will create a support ticket and an agent will assist you.

• Information needed to assist our team to resolve reported issues in a timely manner, if we need to reach out for these details it will potentially impact the resolution process.
  • Specify your brand + location (Put in Email/Ticket Subject line)
  • A detailed description of the issue
  • Steps to reproduce the issue if possible
  • Screenshots or videos of what you are experiencing
  • Specific error messages
  • Name and contact information of person reporting the issue as well as someone onsite (if reporting a Kiosk issue)
  • If your location has multiple kiosks, please specify which one is having the issue.

1.2. Generally

We offer technical support services 365 days a year to active and authorized Users of our software solutions.

• Standard Support Hours: Monday - Friday from 9 AM to 8 PM EST
• After Hours: Monday - Friday from 8 PM to 9 AM EST; Saturday - Sunday - All Day
• PLEASE NOTE: During “After Hours” periods, Bite staffs its agents to cover Web Ticket and Email originated tickets only.

1.3. Tiered Response

The Bite Support Team consists of three tiers as described below:

1. Tier I

   This Tier handles the majority of inbound web tickets, emails and phone calls. Tier I Agents are certified to handle general User inquiries, basic troubleshooting of Software and integration, and issue tracking.

2. Tier II

   This Tier handles advanced features of the Software including more complex inquiries and troubleshooting and issue tracking. This tier is part of the ticket escalation process.

3. Tier III

   This Tier is the Engineering Team who resolve any issues within the infrastructure, database, or software code and are part of our escalation process.

2. Escalation Procedures and Process

2.1 The escalation process

For any problem with the operation of the Software, the process is as follows: Tier I →  Tier II →  Tier III →  Account Manager → Vice President of Client Services → Chief Customer Officer

2.2 Escalation Contact Information:

• Lea Ann Roberts, VP of Client Services - [e-mail]
• Landon Cunningham, Director of Client Services & Onboarding - [e-mail]

3. Support Targets & Priority Definitions

3.1. Support Targets

These are based upon the priority of each inquiry or issue and can range from something that affects your business operations, which is fixed swiftly, to a browser-specific UI issue that does not limit functionality, which could take up to 8 weeks. Our Support team leverages an ITIL style matrix of impact (outage, degradation or core functionality unavailable, code defect, cosmetic issue or basic inquiries) and urgency (one client, many clients, all clients). Resolution of a code issue may be dependent on the software release cycle for a specific product. We will staff our operations with the objective of meeting the following target response and resolution times:

• Priority-1: Subscription service application is down or in a state that most customers cannot reasonably perform any business or the integrity/security of data is in jeopardy.
  • TARGET FIRST RESPONSE: Within 15 minutes, upon required ticket creation
  • TARGET RESOLUTION: 3 Hours
• Priority-2: Subscription service application is available; however, customers are unable to perform critical business operations due to a persistent loss of a feature or serious performance degradation.
  • TARGET FIRST RESPONSE: 1 Hour, upon required ticket creation
  • TARGET RESOLUTION: 36 Hours
• Priority-3 – Critical business functionality is available but either may require an unscalable or inconvenient workaround to use or is experiencing intermittent performance degradation.
  • TARGET FIRST RESPONSE: 2 Hours, upon required ticket creation
  • TARGET RESOLUTION: up to 4 Weeks (varies based on impact, sprint cycles, etc)
• Priority-4 – Non-critical functionality is unavailable, isolated customer-impacting issues, or an exception case that has a reasonable workaround.
  • TARGET FIRST RESPONSE: 2 Hours, upon required ticket creation
  • TARGET RESOLUTION: up to 8 Weeks (varies based on impact, sprint cycles, etc)

3.2 Target Service Level Agreement Exceptions:

• Technical Support Inquiries, Backend Changes – up to 3 Business Days – This consists of questions/requests pertaining to menu updates, menu maintenance or settings not configured to a customer’s preference and is subject to required data setup by the customer as needed.
• Advanced Technical Inquiries, Integration Changes - up to 5 business days - This consists of requests to change an existing integration and is subject to required technical dependencies and submission of all collectables per our Bite on-boarding documentation for the specified vendor.
• RFI (Request for Information) – up to 14 Business Days – This entails any information requested that is outside normal reporting capabilities.
• Please see our Bite Implementation Services Policy for specifics around requests related to setting up and configuring new locations and integrations. New location set up is required to go through your account manager.
• For issues that are related to 3rd party hardware or software, please see our Third Party specific support policies listed below.

3.3 Third Party Vendor Support

• If Bite reasonably suspects that the root cause of an issue is related to a third-party vendor’s hardware or software, Bite will reach out to the third-party vendor based on established Support Agreement relationships to further troubleshoot the issue, provided the configuration is certified or published by Bite as supported in product documentation. If Bite does not maintain a support relationship with the third-party vendor, if the customer has a direct customer relationship with the third-party vendor or if the configuration is not certified or supported by Bite, then the customer is required to open a support request directly with the third-party vendor's support organization.
• For all issues involving a third-party vendor that Bite has an established Support Agreement relationship with, Bite will ensure ticket submission will be completed in a timely manner relative to the priority. Any request for information from a third party vendor will be addressed within the appropriate priority SLA’s listed above. Complete resolution of issues dependent on third party vendor cooperation are subject to their release cycles, support SLA’s and support policies. Bite will make every attempt to escalate resolution timelines through our partner agreement when applicable.

3.4 Root Cause Analysis

• System wide service issues and outages will automatically trigger a formal RCA process. Details will be provided via email within 14 business days of the issue to individuals included on each account's support point of contact list, please see your Account Manager to be added to this list. (Please see 4.2 below for more details)
• For localized Priority 1 and 2 issues you can formally request an RCA by emailing [e-mail] or contacting your Account Manager.
  • Bite will review each request and determine if an RCA is appropriate based on issue details, resolution timeline, number of locations impacted etc. You will be notified of our response within 2 business days of your request and if applicable the RCA will be delivered within 10 business days of the request approval.
  • In the event your customer agreement outlines a specified process and timeline, the contracted process will supersede.
  • Bite reserves the right to maintain proprietary information and limit details accordingly.
  • Issue summary, corrective action and preventive measures will be included in the Root Cause Analysis if available.

4. System Wide Issues and Outage Communication Policy

4.1 Email Notifications

• Once a system wide issue or outage is identified our Support Team will send out Email notifications and updates to all account points of contact, please reach out to your Account Manager to ensure you are on this list.
  • Updates will include details around what phase of the recovery process we are currently in and will have as many details as we have available at the time.
  • We will provide updates for system wide issues and outages every 30 minutes through resolution.

4.2 Root Cause Analysis

• Issue summary, corrective action and preventive measure responses will be made available once our internal teams have completed a formal Root Cause Analysis, this process can take up to 14 business days.