Professional Documents
Culture Documents
BlazeMeter Support Introduction PDF
BlazeMeter Support Introduction PDF
Feb 2017
Welcome to
CA BlazeMeter Support
Our Team
Ariel
Our Team Coverage
Our Goals
critical
Silver Gold Platinum
Response Time 8 hours 2 hours 1 hour
Resolution Time 2 Business days 1 Business days 1 Business days
Support hours Working hours Working hours 24/7
Customer Success - - Yes
CA BlazeMeter Support SLA
Notifying
New SLA
applied
the
customer
Ticket
Ticket closed
Support Deploy to
level 1 production
Support
Resolution /
team PS / R&D workaround
leader
Support System / Portal
BM support using Zendesk since Jan 16. We used Desk and Uservoice in
the past but they werent a good fit for us.
ZD has inherent SLA mechanism which is synced with our SFDC data
Excellent and highly customizable reporting capabilities
Very efficient for team corporation around issues & R&D escalations.
We use Emails and the in-app support widget as only channels for support.
No phone (not scalable nor efficient)
Support System / Portal
Team corporation within Zendesk
Support System / Portal
Support widget (powered by Zendesk)
Support Related Metrics
Avg. tickets per day per SLA (within business hours)
Total 15.3 per day
9
7.93
8
5
4
4
3
2.14
2
1.23
1
0
Default SLA Silver Gold Platinum
Knowledge Base
Knowledge Base guide.blazemeter.com
Knowledge Base
KB SEO metrics
Weve measured our highest monthly pageviews values which
were observed in August & September right before the major
testing season of the year.
Plan for 2017