TechOps
Team Guide
Take a look at the resources and help that you and your end-users will receive from the MX TechOps support team.
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MX TechOps Team: Table of Contents
What can I expect?
Lesson 1
3ish minutes
What resources do I have?
Lesson 2
5ish minutes
Supporting my customers
Lesson 3
What is OAuth?
Lesson 4
Getting started with support
Section 1
Click a lesson tile to learn
Chat and tickets
Section 2
Chat
Lesson 5
8ish minutes
Submit a ticket
Lesson 6
Ticket examples
Lesson 7
Ticket lifecycle
Lesson 8
Ticket reporting
Lesson 9
Escalations, communications, and reporting
Section 3
Escalation path
Lesson 10
Maintenance and downtime
Lesson 11
Unscheduled downtime
Lesson 12
Change in the integrations environment
Lesson 13
Change management
Lesson 14
7ish minutes
Incident reporting
Lesson 15
Incident severity
Lesson 16
9ish minutes
Integration support
Lesson 17
Start from the beginning
MX TechOps Team: Section 1
Intro
Bottom line
If you encounter a question or issue that you can’t resolve on your own, you can escalate to the MX Support team with confidence we will respond to you quickly and with the greatest professionalism and care.
MX TechOps Team: What can I expect?
More insights
Support ticket metrics
The MX TechOps team has years of experience handling complicated technical questions and unique users scenarios. End-users will be able to reach the team by submitting in-app requests. You will be able to submit requests via the MX Suport Portal. We will cover how to do this in Lesson 6. If you have a critical issue, meaning the production enviornment is down or there is a platform wide issue, please use the critical support line. It is available 24/7/365. You will recieve this number from your CSC when you go-live.
What can I expect from TechOps
Hours of operation
Even more insights
Monday - Friday 9am to 5 pm MT Closed during most U.S Federal Holidays
Right now we have a 24 hour reply time during regular business hours, but by the end of 2021 you can expect. 24 x 7 coverage on tickets 24 x 7 coverage on chat
Coming this year!
and yes… that means support on the weekends!
7.5 hrs
Average first reply time
We measure first reply (or first response) time by looking at the time from when a ticket was created, to the time the first MX agent makes a comment on the ticket. If that’s not fast enough, go ahead and use the chat. You will get a response in real-time.
Average full resolution time
As soon as you submit your ticket to MX, we are busy getting our team on board to solve it. The time it takes from when you create your ticket, to our team resolving it, is our full resolution time.
25.1 hrs
Average ticket age
Ticket age in days of tickets for the historical backlog dataset. Ticket age (days) {AVG} - the average age of all open tickets. Calculation: the average number of days between the ticket created date to the present by ticket ID where deleted tickets are not included.
66.5 hrs
Satisfaction score - last 7 days
48 hours after one of our agents resolves your ticket, you will receive a survey to fill out about your experience. We look at the number of satisfied (good) responses, divided by the number of unsatisfied (bad) responses to comepute our customer satisfaction score.
90%
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MX TechOps Team: What resources do I have?
Support in Levels
More learning
Discover how to best support your customers and practice resolving common issues with the “Support in Levels” learning guide. You’ll also learn what MX support resources you have access to and how to utilize them when helping your customers. Use the tile to the right to access the learning guide.
Better support for everyone
Learning Guide
Explore learning guide
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MX TechOps Team: Support and my customers
MX provided technical support
When it comes to how your users are supported with the MX platform, you are in control. Don’t worry, the MX support team is here to help. We offer three solutions to help you, help them. MX provided technical support End users communicate directly with MX Agents Client provided support with escalation support from MX End users communicate with you, you communicate with MX Agents
MX support and my customers
Client provided support with escalation support from MX
MX provided technical support with client ticket sharing
If you are looking for the most hands on support from the MX team, MX Provided Technical Support is the way to go. End users will submit their tickets directly to our ticket managment system from inside the app and the MX Support team will work directly with them via email until the issue is resolved. This is a great way for end-users to get the fastest response possible. We are also able to provide you with monthly reporting on volume, handle times and CSAT.
Maybe you want to be the face of all support, and prefer to have MX as a hidden gem to back your support team. That is fine too! In this case, the Client Provided Support with Escalation to MX is the way to go. In this case we will hide the in-app support option, and you will handle all front end communications with your end users. If you get stuck, the MX support team is always here to help via the MX Support Portal.
the MX Provided Technical Support with Client Ticket sharing provides all the amazing benefits of option number one, and adds in your very own Zendesk Support license to sweeten the deal. We will enable direct ticket sharing so you can see the full responses and comment history between the MX Support Team and your End Users. You can also build your own reporting and see the data how you want to see it. *note there is a cost associated with the license
Ticket sharing automation example
1. User Name 2. Email 3. Ticket Comments 4. MX GUIDS 5. MX Data Tags
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Oauth is a token-based solution that provides a more secure, faster, and more reliable connection for both you and your customers.
MX TechOps Team: What is OAuth?
What you can expect
OAuth provides a more secure connection for both you and your customers. Not only is it more secure, but it also has speed and reliability improvements. As a token-based solution, credentials are handled entirely by the OAuth provider, and exchanged for a token that MX can use. Click on the tiles and check out the articles from the MX Academy Help Desk to get a clear picture on what transitioning to Oauth looks like for you and your users.
Transitioning to OAuth
What your users can expect
Code changes and documentation
Instant account verification and identity verification
Call Center Impact
The modern connectivity experience
Supporting Multiple Accounts
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If you need a quick, real time answer when you are troubleshooting, migrating to another data provider, or resovling a connection issue, chat is the way to go!
MX TechOps Team: Chat
When to use chat
When you have a customer online or on the phone and need a quick answer, Chat happens in real time. You can expect a response from one of our chat professionals in under a minute. Our Chat services are available to you Monday - Friday from 6 am - 7 pm MT. We are working to bring you 24/7 coverage by the end of 2021. Watch the quick clip below to learn where to find chat, how to use it, and the differences between chat and submitting a ticket.
When and how do I use chat?
When to submit a ticket
Chat support
External account inquiries
General errors preventing users from connecting Missing transactions Accounts not updating Institution add/searches Missing account information Removing accounts Reopening/closing accounts Duplicate accounts Adding accounts
Alerts and notifications Missing transactions Missing account information Removing accounts Removing pending transactions Reopening/closing accounts Duplicate accounts Widget inquiries/budget balances If you have not had an update for a ticket in 6 or more business days Transaction category changes Direct missing accounts
Direct inquiries
Cleansing Jaws/Accessibility Features enhancements Bugs Adding transaction descriptions Missing information from Avro files Errors preventing users from connecting to direct connections
Situations that require engineering request:
API inquiries Issues with the Connections (Add Account), Budget, Spending, or Trends widgets
All about chat support
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When you want to submit a ticket, you will need to log in and set up an account in the Zendesk Support Portal.
MX TechOps Team: Submit a ticket
How to submit a ticket to support article
So you’re working to help a customer and get a little stuck yourself, don’t worry. The MX Support Team has your back. Learn how to set up your own support account, navigate the portal, submit a new ticket and view your ticket status and history.
How do I submit a ticket to MX Support?
Set up your support account now
The MX Support Portal
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When you are submitting a ticket, always include a screenshot. Following our format and including as much information as possible will help us review and solve your tickets faster.
MX TechOps Team: Ticket examples
Ticket example
When you create a ticket, if you include the right information, and follow this template, we will be able to resolve your ticket faster. This is especially important if it is a larger scale issue. The correct format will help it to stand out in our que. Most tickets should be created with a normal priority. You will only assign high and urgent priority if the issue is impacting multiple users or the platform is down.
Support ticket templates
Widespread issue ticket example
Subject line: Epic Bank | Account | Missing Account User GUID: USR-01234567-8910-1112-1314-151617181920 Member GUID: USR-01234567-8910-1112-1314-151617181920 Financial institution’s main URL: epicbank.com Financial institution’s login URL: epicbank.com/login Message: “It won’t let me make the connection. Every time I put my credentials in I get the captcha part and have to fill it out multiple times. Just recently I filled it out 6 times and it asked me for a 7th.” Screenshot: Attached Screenshot1.2.3
Subject line: Financial Institution Name | Location of Error | Error Description Body of the ticket: User GUID Member GUID Financial institution’s main URL Financial institution’s login URL Screenshot Screenshot of the account summary page at the institution, removing any sensitive or personal information (if applicable). We cannot stress the need for a screenshot enough. Including a screenshot from the beginning of the ticket will lead to a speedier ticket resolution.
Subject line: Epic Bank | Status | Failed Message: We’re seeing a lot of users with impeded/failed errors here. We’re going to go ahead and consider this a widespread incident and stop submitting new tickets. Rather than continuing to move users to a new Datta provider, could you let us know if it’s possible to fix the issue with the default provider? If so, it would also be helpful if you could merge/close any open tickets being affected by this same issue into the one; this way we can receive updates on it in one place. Here are all the open/awaiting tickets: #123456 #789101 … Much appreciated,
Subject line: *MAIN* Financial Institution Name | Location of Error | Error Description Body of the ticket: Institution name List of any ticket that may have already been opened before it was determined to be a widespread issue. Impacted user GUID Impacted member GUID Details you have about what is being experienced
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Once you submit a ticket, you can expect a response from a dedicated MX Agent withing 24 business hours. Log into the Support Portal at anytime to see ticket status’s and updates.
MX TechOps Team: Ticket statuses
Statuses definitions
Once you create and submit a ticket, you will enter into the Support Ticket lifecycle. You will receive an automated email after submission, so you can be sure that your ticket was received by MX. Within 24 hours you will receive your first message from an MX Agent. From there, an MX Agent will be dedicated to supporting you until your ticket has been solved. Your ticket wil move from Open, to On-Hold, to Pending as communication cycles between the MX Agent and you. The Agent will communicate with you and follow up with internal or external sources until resolution. If we don’t hear back from you, we will send you a reminder email and eventually auto-close the ticket 7 days without a response. If the issue still seems to be happening after the ticket is closed, we will re-open the ticket and restart the flow.
Ticket statuses
Support ticket statuses
New
Ticket has been created by a user and an automatic response back to the user has been sent with the content of what they submitted
The issue has been assigned to an agent who is actively working to resolve it. First response time is based on moving from “New” to “Open” status.
Open
The assigned agent has a follow-up question and/or may need more information from the user. Requests that are set to pending will alert the user via email that the ticket will be marked as solved after 7 business days if there is no response.
Pending
The issue is awaiting resolution from an internal fi to the product or third party. When the agent receives word that there has been resolution, the issue will be updated and the user will be notified.
On-hold
Issue has been deemed solved by the agent and will officially close in 48 hours. Ticket can be re-opened during this time by replying to any of the emails.
Solved
The ticket is complete. User can always respond to the email if the issue is not solved which will create a follow up ticket and reference the original ticket number.
Closed
Automated email sent About 24 hour response from representative
Email sent on ticket response Ongoing correspondence with end user
Continual follow up with internal or external sources
On-Hold
Reminder email sent Auto-close after 7 days without response
Email survey sent
If not resolved restart lifecycle
Re-Opened
Resolved email sent Auto-close after 48 hours
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If you would like to see a summary of tickets opened at your institution, you can request to recieve a ticket report of Zendesk tickets opened over a specified timeframe, on a weekly or monthly cadence.
MX TechOps Team: Ticket Reporting
What to expect in your ticket report
If you would like to see a summary of tickets that are opened at your institution, you can request a ticket report by contacting your CSC. Ticket reports are free and provided on a weekly, or monthy cadence or can be provided as needed if you don’t want a regular report. If you choose to recieve ticket reports on a monthly cadence, you can expect to reieve them the first business day of the following month. If you choose to recieve tickets on a weekly cadence you can specify what day you would like to have them sent. A ticket report is an excel summary of Zendesk tickets opend over the specified timeframe. If you are a Helios customer, you can also request a summary of “app feedback” tickets that your users submit.
Your report will include
Ticket ID Ticket group (atrium, eu, client) Subject Assignee Status Created Solved (if applicable) Description Channel (api or web) Symptom category Resolution category
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If you need to escalate an issue, reach out to your CSC and they will follow the appropriate protocols to advocate and escalate for you internally or with third party providers.
MX TechOps Team: Escalation path
Support escalation path
Escalation path for non-critical issues
Resolves 60-70% of all issues that come in through this channel.
End user support
Resolves 90% of client and internal issues submitted. Resolves 20-30% of all end user support issues.
Client support
Automated escalation of widespread aggregation issues. Resolves 5% of all issues that come in through client support channel.
Platform support
Remaining 5% of issues are resolved here.
MX engineering
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MX will always give you as much notice as possible about scheduled maintenance and send you several reminders. At minimum you will be notified 2 weeks in advance.
MX TechOps Team: Maintenance and downtime
Visualize the maintenance and downtime notifications
If MX needs to run maintenance we will send you an initial notification at minimum 2 weeks in advance. We will let you know all of the details around the event including any action that might be necessary from your end. Following the initial notification, we will send you a weekly reminder to keep the event top of mind, and make sure it doesnt slip through the cracks. You will recieve your last reminder the day before the event. When it's go time, MX will send you a notification that maintenance has begun. We will send you a final notification once the event has been completed, including any information or action needed.
How MX handles maintenance and downtime
Subscribe to the notification list
Maintenance and downtime notifications
Times described here are the minimum at which we will send out notifications. Depending on the change, MX will always give as much notice as possible to our Partners and Clients
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What is OAth?
Depending on the issue, MX will always give as many timely and relevant updates as possible if there is a platform outage or unscheduled downtime.
MX TechOps Team: Unscheduled downtime
See how we will keep you in the loop during unexpected downtime
If there is an unexpected downtime or platform outage, MX will send out a notification with as much detail as possible as soon as the issue is acknolwedged. We will include as much detail as we can outliing the issue and impact. After the initial finding, we will send an update to the original notification with any additional detail and expected time for resolution (if we can). As we continue to work through the issue, MX will send out timely and relevant notifications as often as possible throughout the downtime period. Once the issue has been resolved, we will let you know it is all clear. Post resolution, MX will conduct a root cause analysis. If applicabile, we will send out the full details of the incident in a formal RCA (root cause analysis) document.
Oh no an unexpected outage!
Unexpected downtime and outage notifications
Times described here are the minimum at which we will send out notifications. Depending on the issue, MX will always have as many timely and relevant updates as possible.
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If changes occur in the integration environment, we will notify you 2 weeks prior to the changes, Integration environment notifications are not guaranteed.
MX TechOps Team: Change in the integration environment
Communication is key, here are the integration environment notifications
If changes occur in the integrations enviornment, we will notify you 2 weeks prior to the changes, or more. The initial notification will include details around the event, including any action that you may need to take. Following that notification, we will send you a weekly reminder up until the event, to make sure it doesn’t slip through the cracks. The day before the event we will send you a final reminder. It’s go time. The day of the event, we will notify you that the maitenance is starting, and we will send you a final notification when it is complete.
Change in the integration environment
Integration environment notifications
Integration environment notifications are not guaranteed.
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Change management notifications are typically around major platform changes that require action on the partners side to complete. MX will give as much notice as possible for any service affecting changes.
MX TechOps Team: Change management
We keep things fresh, here is how we communicate new changes to you
If we need to communicate change notifications, we will notify you 2 weeks prior to the changes, or more. The initial notification will include details around the event, including any action that you may need to take. Following that notification, we will send you a weekly reminder up until the event, to make sure it doesn’t slip through the cracks. The day before the event we will send you a final reminder. It’s go time. The day of the event, we will notify you that the maitenance is starting, and we will send you a final notification when it is complete.
Change notifications
Change management notifications
Change Management notifications are typically around major platform changes or other areas that necessitate action on the Partners side to complete. MX will give as much notice as possible for any and all services affecting change.
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MX TechOps Team: Incident report
Incident workflow
components to an MX incident report
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5
A general overview of what happened and any symptoms that occurred during the incident
Description
1.
The overall item/actions that resolved the incident
Resolution
3.
If applicable, are there any additional actions or items that are needed to prevent this from occurring in the future?
Mitigation
5.
The duration of the incident will include a Start date/time to end date/time with an overall time (in minutes)
Duration
2.
What product and/or Services within MX were affected by the incident
Impact
4.
Post incident workflow
Incident comms
Incident data matrix
Initial MX Investigation
Confirmed system down?
MX works issue in real-time
Reporting inputs
Alerting Monitoring Internal Client
MX schedules deployment
Resolution type
MX informs client POC
MX support standard flow
MX deploys hotfix
Deploys fix
Notify all parties
Validation of resolution (IR/RCA Follow up)
No
Yes
Deployment
Hotfix
Alerting: Automated alerts allow for quick Identification of issues and reduce potentially escalating platform wide issues Monitoring: Proactive Monitoring by a team of individuals allows us to report items as we see them escalate directly to the appropriate channel for resolution Internal: Day-to-day operations and knowledge allow for any employee to raise questions or present information to be reviewed to prevent potential downtime Client/Partner: Notifications from any Client-Side monitoring or external alerting that they may have to watch their own systems and services.
Close
Actions during incident
Internal incident created
Data collection
Final report
Distribute internally
Distribute externally
Post incident
Stages of communication
Initial report
Initial acknowledgment and notification sent
Timely updates baed on incident
Deemed resolved and watching for recurrence
No obvious risk for issue to resurface
Post incident information sent out
View stage details
Incident report data matrix
Critical
> 90% service outage
Description Duration Resolution Impact Mitigation
High
> 50% / < 90% service outage
Description Duration Resolution Impact -
Medium
> 10% / < 50% service outage
Description Duration Resolution - -
Low
< 10% service outage
Description Duration - - -
MX TechOps Team: Incident severity
Incident status definitions
There are 4 buckets of severity that MX uses to grade incidents: Severity 1 | Critical > 90% Service Outage Severity 2 | High > 50 % Service Degradation Severity 3 | Medium > 10 % - > 50 % Service Degradation Severity 4 | Low Non Time Sensitive Requests < 10% service degradation
SOS we have an incident
Outages vs latency
We are here to help
Contact us
Severity 1
Critical > 90% Service outage
To be classified at this level, we’re talking a complete systems outage where all users are affected. This means the services that are in the production environment are not available and there is no acceptable workaround or alternative solution readily available. This level of an issue will manifest itself as an error in the interface. All users are affected.
High 50% - 89% Service degradation
An issue at this level will result in “maintenance mode” messaging or an error in the interface that reads “Oops something went wrong”. This means that the services in the production environment are seriously affected and operationally limited and there is no acceptable workaround or alternative solution readily available. It may also look like a high profile user that has an issue, or a time sensitive issue. Most users are affected.
Severity 2
Medium 10% - 49% Service degradation
This is the severity bucket that is the default priority for tickets or any standard request. The services in the production environment are restricted but operational, and no acceptable workaround or alternative solution is readily available. Some of the users are affected.
Severity 3
Low <10% Service degradation
These are feature requests, individual transaction classification or categorization items. It also includes questions or comments about the MX platform or services. When this severity category is assigned the services in the production environment are generally operational and there is an alternate solution available.
Severity 4
Service degradation due to service outages
S1/P1 > 90% service outage
S2/P2 > 50% service degradation
S3/P3 > 10% / <50% service degradation
S4/P4 < 10% service degradation
S1/P1 > 9000ms latency
S2/P2 > 5000ms latency
S3/P3 > 3000ms latency
S4/P4 > 500ms latency
Who do you call?
If you are experiencing an issue that falls into the critical or high support buckets, contact the critical support line or submit a support portal request 24/7/365. If your issue falls into the medium or low severity levels, submit a support portal request and we will handle your items during standard support hours.
Contact: Critical support line Availability: 24 hours a day 7 days a week
Contact: Critical support line or make a support portal request Availability: 24 hours a day 7 days a week
Contact: Support portal request Availability: Standard support hours
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60 days after you successfully go live with MX tools, instead of working with the Delivery team, the support team will be your new go to for all integration support.
MX TechOps Team: Integration support
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Delivery to TechOps integration hand off timeline
When you have finished implementation with the Delivery team, you will start working with a dedicated client strategy consultant (CSC). Before this transition happens, the support team will be notified that you are going live and will be provided all of the necessary information to build out your support profile and begin working on any prep necessary to support you when you go live. 60 days after the service start date, you will no longer work with your project manager from the implementation team when you need integration support, instead you will reach out to the MX Support team via a zendesk ticket. *Note: If you purchase additional professional service integration support, you will continue to work with your technical project manager from the delivery team.
Integration support after you go live
Delivery to Techops integration hand off timeline
MX TechOps Team:
Working with MX TechOps
Explore more MX teams
Delivery
Great work! Let’s get started overcoming your challenges and designing new strategies to reach your goals. Reach out to your CSC to start working with Catalyst today. Oh, and don’t forget, you can always revisit this learning guide down the road if you need a refresher.
Close this guide
Ready to grow?
2ish mins
By the numbers
Sectionn 2
Meet the team
5ish min
Solutions
Section 4
5ish mins
Products and services
Section 5
9ish mins
What to expect
Section 6
7ish mins
Working with Catalyst
Section 7
Learn more
Section 8
Help improve MX Academy!
