What is Enhanced Care?
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Enhanced Care (EC) is Morse's premium AWS Connect technical and administrative support service.
If you have an instance enrolled in Enhanced Care you can open up support tickets for our expert AWS Connect specialists to assist. Learn how to enroll an instance in Enhanced Care .
Enhanced Care is a support service that is offered on top of the standard platform level support provided by the Cloud Vendor (AWS). EC directly supports AWS Connect and can assist with design and troubleshooting Connect configuration where AWS support will not.
Enhanced Care is intended to provide a single point of support across the multiple platforms in use that make up the contact center for administrators, supervisors, and managers. Enhanced Care will be able to provide contact-center-centric support from specialists who work on those environments every day.
Ticket Management: Open tickets over email and support portal for the best available resource. Communication will be available through both channels.
Moves / Adds / Changes: Change requests as needed to supplement your team for users, scripts, and prompt management.
Account Management Support: Our AWS Connect experts are able to assist with various administrative tasks related to Contact Center management.
You can open up an EC support request by opening a ticket in the Morse Code portal. See for more details.
You can also open an EC support request by emailing support@aspentgi.com
The standard reply SLA per the Enhanced Care terms is 4 hours.
Tickets are created in our internal systems (Jira) for tracking. The ticket will then be reviewed and assigned to the appropriate team member, which is categorized as a Solutions Specialist, a Developer, or both. The assigned team member will contact the customer with a resolution, or requests for additional details. Dialogue between the support team and the customer will continue until the ticket is resolved. If a collaborative session is required to help detail an issue or to jointly work the issue, a session will be scheduled. This will be done in the customers preferred collaboration tool.
P3 (Low): General Questions: Product questions, feature requests, and development issues.
P2 (Medium): System Impaired: Intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
P1 (High): Critical Problem: Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists.
When submitting a P1 ticket by email or Morse Code, ensure that the email subject starts with P1
When submitting a P1 ticket through the portal, set the priority to “High” or “Highest”.
If the team identifies a P1 issue before it comes to the customer's attention, support will open a ticket, informing the customer about the issue and providing any pertinent information available. The team will maintain regular updates for the customer until a resolution is achieved.