SUPPORT PROCESS OVERVIEW


I. External Customers (students and corporate decision makers) can receive support by following below steps.

  1. Students: should use "Contact us" form on Student Materials Portal. BVC hub as Tier 1 support will receive the request and reply to the student. 
  2. Corporate decision maker: should contact their Berlitz salesperson. Salesperson as Tier 1 support should assist the customer directly. Salesperson can contact BRD for Tier 2 support by sending a request to corresponding support email (as indicated in section II. Internal Customers below).

When and How to escalate the issue to Tier 2 Support (BRD):

  • If the issue reported by external customer is technical (application does not load / is down) or indicates a potential bug (mistake in a content, misbehaving functionality) and Tier 1 (BVC hub/ LC or salesperson) can replicate it, this is when it can be escalated to Tier 2 support.
  • To escalate the issue, BVC hub/ LC or salesperson can contact BRD for Tier 2 support by sending a request to corresponding support email (as indicated in section II. Internal Customers below).

II. Internal Customers (Berlitz employees) can receive support for any Impala portal by following below steps.

  1. Instructors that need support with Instructor portal, should use a "Contact" form on the portal and the message will be sent to their local operations support / or training manager.
  2. Salespeople that need support with LPG portal should contact their training manager directly.
  3. All other internal customers needing support with LPG, Instructor Portal, Management portal, LPG or Student LPG Admin portals, should send a request to one of the emails below.

NOTE: Below emails are for Berlitz internal use only: to report OR escalate the issue on behalf of external customer. Please do not share these emails with students or decision makers at company.

NOTE: if you have a question or request that is across multiple portals, please send it to impala.support@berlitz.com

In case of EMERGENCY (only when the site is down / not accessible), please send a message to support@teammate-exec.com


BRD Support Process:

  1. BRD as TIER 1 support for internal customers (and indirectly TIER 2 support for external customers), will receive all support requests via Helpdesk ticketing system.
  2. Internal customers will receive an instant auto-reply from system confirming receipt of request and further a personal message from BRD member with acknowledgment.
  3. Internal customers will receive an email from BRD member via ticketing system if any further clarification is needed or once issue is resolved.
  4. Internal customers will receive an automated reply from system confirming resolution and request to rate the service provided.
  5. Ticket will automatically close 2 days after "Ticket Resolved" email was sent to customer.