23

Feb 2017

Welcome to
CA BlazeMeter Support
 Our Team

USA Israel (GMT +2) India (GMT +5.5)

Javier (GMT -8) Jacob Sathya

Travis (GMT -6) Guy Varun

Ariel
Our Team Coverage
 Our Goals

24/7 Coverage (22/6)

Provide fast and QUALITY responses

Support ALL tiers

Escalate issues in an effective way

 Supports Responsibilities
Provide quality support for both SaaS/no touch customers and enterprise
customers
First response, investigate and provide a solution for BlazeMeter related
issues (Tier 1&2)
Educating - Refer to KB in case of customers lack of knowledge
Escalate to R&D in case of software fault
Manage the communication with customers/R&D/Product
Provide available workarounds in case of R&D escalation
Get an account manager to contact customer in case of account
management issue/ upselling opportunity
We are not JMeter support (there are exceptions)
 Supports Engineer Requirements
We expect every support engineer on our team to be extremely
proficient on:
Jmeter
BlazeMeter app and its plugins, extensions and integrations
Taurus
Performance testing
We further expect:
Self sufficiency
Great understanding of our different teams and their responsibilities
Outstanding written communication skills and customer service abilities
Drive to learn new things continuously. Evolve with the product and its eco-
system
 Our Customers
Platinum Gold
 Our Customers

Their engineers were trained by us and they

support their own customers
We support their team in case of a suspicion for a
fault in our app/their environment
We provide them with an updated version of the
KB on a quarterly basis
 CSAT& NPS

Customer satisfaction is measured via ZDs out of the box

feature.
Feedback request Email is sent to the customer 6 hours after
his ticket has been solved.
NPS is measured via survey tool called Typeform.
NPS survey Email is sent to the customer 24 business hours
after his issue was solved, and only if no such survey has
already been sent to him this quarter.
 CSAT& NPS
Customer satisfaction trend over the last month.
2016 Customer Satisfaction average is 95%.
 CA BlazeMeter Support SLA
Non-critical
Silver Gold Platinum
Response Time 8 hours 4 hours 3 hour
Resolution Time - - -
Support hours Working hours Working hours 24/7
Customer Success - - Yes

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

Collaborate with CA support on globalizing the team

Improve our coverage
Improve response times
Improve KB theres always room for improvement
Be more pro active work with Product management to
minimize the friction and known issues. Work with ops to
create more visibility.
Provide more intimate support for our closest and most
important customer