Dairy.com Support Services
Dairy.com Support Services includes both phone and email-based support channels to help with administration and troubleshooting of all Dairy.com solutions. As part of our standard subscription and maintenance programs, our Tier 1 support team will respond to all customer requests, as well as escalate issues to our Development and Implementation (Tier 2) resources.
The protocols and procedures defined here apply to all Dairy.com technology solutions. For clarity in understanding, these solutions are defined as follows:
- Producer Payroll (both SaaS and DSI On Premise platform)
- On Premise DSI Liquid Procurement
- Trading Exchange
- Commodity Scheduling
- Milk Receiving
- Mobile Manifest
- DSI Dairy Hauler
- Producer Portal
- DSI Manufacturing
- QA Studio
- My Dairy Dashboard
The following sections provide guidance on our Support Services and related service levels.
Service Program Overview
Dairy.com provides standard support services across all of its software solutions.
Standard support provides access to our Tier 1 support team, allowing for customers to open support cases through either email or our support hotline. Our Tier 1 team will then promptly assign a support case number to the customer request, as well as a case severity level.
Business hours for support services are Monday through Friday, 7:00am until 7:00pm Central Time, excluding US bank and financial market holidays. However, customer cases may be submitted 24x7x365, through either email or the support hotline.
Direct engagement time is the targeted time from when a request is received from the Customer that Dairy.com will respond back with an acknowledgement of receipt of the inquiry. Dairy.com will also set the initial severity level, pending details of the inquiry as provided by the Customer.
Issue severity levels, and related direct engagement time targets, are defined as follows:
|Severity Level||Definition||Direct Engagement Time Target|
|Level 1: Critical Product Issue||An issue where the Customer’s production use of a Dairy.com product is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact. For Dairy.com SaaS platforms, an issue of this nature may be indicative of a system-wide outage.||Direct engagement between Customer and Tier 1 support team within 4 hours. Cases may be submitted 24x7x365.|
|Level 2: Significant Product Issue||An issue where one or more important functions of the Dairy.com product is unavailable with no acceptable workaround. Customer’s implementation or production use of the Dairy.com product is continuing but not stopped; however, there is a serious impact on the Customer’s business operation.||Direct engagement between Customer and Tier 1 support team within 4 hours. Cases may be submitted 24x7x365.|
|Level 3: Key Administrative Change Required||An issue where Customer requires Dairy.com to make a key administrative change in order for the Dairy.com solution to function properly. This change is not related to a software malfunction. These changes can only be made by Dairy.com and are essential to Customer’s continued use of the Dairy.com solution.||Direct engagement between Customer and the Tier 1 support team within 6 business hours. Cases may be submitted 24x7x365.|
|Level 4: Non-critical product issue||An issue that has a minimal impact on business operations or basic functionality of the Dairy.com product. Effective workarounds exist, and deployment of these workarounds does not impact Customer’s business operation.||Direct engagement between Customer and the Tier 1 support team within 8 business hours. Cases may be submitted 24x7x365.|
|Level 5: Informational||An inquiry from the customer related to product features or functions.||Direct engagement between Customer and the Tier 1 support team within 16 business hours. Cases may be submitted 24x7x365.|
Customers may request that a case be escalated if the subject of the request involves a critical issue or an extremely complex problem, or an unreasonable amount of time has elapsed with no resolution. Case escalation effectively adjusts the severity level, including the application of the respective response time targets. To escalate a case, the customer should submit an explanation for their request as part of their case request (or in their dialogue with the Tier 1 support team).
Initiating Support Cases
Customers may initiate Dairy.com support cases through either of the following channels: 1. Submit an email to Dairy.com support (firstname.lastname@example.org). Email is the fastest and most expedient channel to request support. The email should contain the Dairy.com functionality being utilized, the nature of the inquiry (i.e., issue, question, administrative request), and the impact of the inquiry to the customer’s business.
2. Contact Dairy.com via phone support (214-323-4484). Similar to email, the customer should provide the Dairy.com functionality being utilized, the nature of the inquiry (i.e., issue, question, administrative request), the impact of the inquiry to the customer’s business, and contact information for follow-up. For Severity Level 1 and 2 issues experienced over the weekends or after-hours, a phone call is the quickest manner in which to alert Dairy.com staff of the issue.
Dairy.com – Support Policy Frequently Asked Questions
1. Why are you making this policy change?
As our business continues to grow, we need to implement policies and procedures that will allow us to scale effectively. The support policy will help ensure that we continue to maintain a high level of consistent service with our customers, while also enabling us to objectively report on our performance for them.
2. We already have a stated service level commitment from Dairy.com/DSI. Does this announcement change this?
No. If we have a formal contractual service level agreement with a customer, this policy does NOT change this. Note we are reaching out to those individual customers to reassure them accordingly.
3. You say you provide 24X7X365 support, yet you highlight standard support hours are Mondays-Friday, 7am-7pm CT, excluding holidays. This is confusing – please clarify.
We are able to receive new support case requests 24x7x365. However, our support staff maintains standard support hours. Outside of those hours, we will receive cases (phone or email), and take appropriate action based on the severity level definitions.
4. What if my case is urgent, and outside of standard hours? What’s the best way for me to escalate this?
Escalations can be handled via phone or email. However, we’d recommend urgent escalations are made via phone.
5. The response times you highlight in your severity levels are not effective for us to maintain our business operations.
We are happy to work with customers to establish specific service level agreements, as we’ve done this with many customers. To this end, please let your sales representative know that you’d like to review this situation.
6. We are an Orbis MES customer and are wondering if this policy applies to Orbis support requests as well.
No. Your existing service level agreement with Orbis remains in effect.
7. We use your mobile manifest solution. Does this policy mean our drivers should contact you directly after hours if they have a mobile application issue?
No. Unless you have a service level agreement with us that allows for this, issues with the mobile manifest application encountered by third parties (i.e., haulers) should still be routed first through the customer’s dispatch team. If they’re not able to resolve the problem, the customer should then contact Dairy.com directly.