Scope of Motivosity Support - The Motivosity license provides access to the Motivosity Client Success Team. This access is to be used to help diagnose, troubleshoot, and resolve technical issues related to the Motivosity software. Outlined below are policies governing the scope of support covered by Motivosity Support.
Motivosity Troubleshooting and Bug Fixes
Motivosity Software Issues -The Motivosity Support team will diagnose and troubleshoot any Motivosity related issue. Certain issues will require engineering assistance.
System Requirements - Motivosity is only supported on Safari, Google Chrome, Firefox, and Internet Explorer 11 or higher.
Motivosity Data - Hosted via Amazon Web Services and is backed up 3x a day, and alive for 10 days until they are deleted. The entire backup is covered in the license agreement.
Motivosity Software Updates - Features may appear or leave the software depending on user adoption and statistics. Updates will occur automatically and no action needs to be taken by the customer. These updates may occur daily, weekly, or monthly. Motivosity may or may not notify customers about any software updates.
Customer Hardware & Networks
Network Connectivity Issues - Motivosity is dependent on consistent and reliable network traffic. Unreliable performance can negatively impact Motivosity‘s accuracy. Motivosity Support will make its best efforts to expose connectivity issues impacting Motivosity performance. Motivosity Support will not be responsible for resolving Motivosity issues resulting from network performance.
Network Configuration - Motivosity Support will not make changes to customer networks as these changes can have a significant impact on business operations.
Professional Service - Customers who want Motivosity Support to assist in any element that is outside of his or her scope of work may request a quote for professional services by contacting Motivosity Sales. As an example, onsite manager training, working with third-party HRIS systems, etc.
Service Level Agreement (SLA)
Standard Support Contracts
NA (North America) - Motivosity will provide standard 8x5 support between the hours of 8 AM to 5 PM MST. This includes Tier 1 and Tier 2 Support, less Motivosity observed holidays, and company meetings.
Urgent issues. Business disrupting with no workaround. An example includes: Accidentally deleting all of your users from the database. Initial response time will be 2 business hours and resolution should be 24 hours.
High priority issues. Business disrupting with a workaround. An example includes: E-Gift rewards balance is too low to cover redemptions, bulk appreciations given to the entire company, or other funding issues. Initial response time will be 3 business hours and resolution should be 2 weeks.
Medium priority issues. Non-Business impacting but causes significant confusion. An example includes: Problems with individual user accounts, general bug fixes. Initial response time will be 4 business hours and resolution should be 8 weeks.
Low priority issues. Cosmetic. An example includes: Password reset, basic usage, account setup, etc. These issues must be solved by tier 1 or 2 support. The initial response time will be 4 business hours.
Expectations - Our product roadmap’s entire mission is to help the people at your company be happier about being at work, being more motivated, and have more success. That is what we care about. Some of the time features requests will align, a lot of the time, they won’t. Our mission is to ensure your employees are happy about being at work, and that is where we always start investing in new product features.
Sharing Your Ideas - Whenever you have an idea for a new feature, we’d like to get your ideas into the right hands. We’ve created an “Ideas Page” community forum where you can share your ideas. This forum can be found at help.motivosity.com.
The ideas you share in our community forum will be reviewed by our product team and be taken into consideration for future roadmap decisions. If someone has shared an idea that you also like, please like and comment on those for a +1.
If an idea has not had significant traction with our community, after six months the idea will not be taken into consideration for future product builds.
Feature Request Updates
There is a “New Feature Releases” forum on help.motivosity.com which will share everything our product team has built for each production build.
When a substantial feature is released, Motivosity’s client success team will send all administrators an email with information about the new functionality.
During Quarterly Business Reviews (QBR’s) the client success team will review all new enhancements made to Motivosity since the last scheduled QBR.