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    Getting Help
    • 27 Sep 2023
    • 2 Minutes to read
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    Getting Help

    • Updated on 27 Sep 2023
    • 2 Minutes to read
    • Contributors
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    Article Summary

    Learn all about our Customer Success Department that is here for you when you need help.

    It goes without saying that Cirrus wants all customers to be successful on our e-assessment platform. One of the ways to achieve this, is having a solid Customer Success Departmentin place.

    Customer Success is all about:

    • Empathy - We need to understand your situation and goals so we can help you with optimal solutions and focus on issues with impact. And we need to give insight into our processes and decisions on behalf of all customers so you can understand ours.
    • Timing - Respond and solve fast if it's important. Commit to realistic deadlines.
    • Transparency - Be open about what we will not solve fast. And if something props up, reach out and alert early so you have time to manage expectations in your organisation.
    • Motivation - We both have a vested interest in your success and that (y)our end-users gain optimal value.

    Help Centre

    When you need assistance or help, our Help Center is a good starting point. Designed to quickly get you the assistance you need. 

    The Knowledge Base categories mirror the assessment process from start to finish, exactly like the left-hand menu in Cirrus. Developers / IT-specialists have their own part for specialized information, such as API documentation.

    Visit our Help Center
    or Learn more about our Help Centre

    Customer Portal

    Our one-stop-shop for anything related to Cirrus for all your Super Users. Going beyond support requests, it also provides a full menu including additional training, add-ons, invoicing questions, sharing feedback, and many others.

    Key Benefits: 

    • Complete status overview (of all the things Cirrus has been working on for your organisation)
    • Prevent back-and-forth mails (by directly asking all information we need)
    • Better prioritisation (Capture customer impact and focusing on the issues with impact)
    • Faster response (by automatic routing and alerts for priority tickets)

    Note that these benefits can only be achieved when Super Users use the Customer Portal and exercise restraint by prioritising only truly impactful issues.

    Visit our Customer Portal
    or Learn more about our Customer Portal

    Help Widget

    When logged in to Cirrus you can use the help widget. Simply hit the question mark on the bottom of the main menu to activate it.

    Hotline

    In the case of Full Outages (Prio 1) or Partial Outage (Prio 2) outside of office hours, our hotline for technical support can be reached at +31 30 22 71367. 

     

    Tip: Use Incident Form for the fastest follow up!
    Note that even here using our short Incident Form on our Customer Portal will get you the fastest follow up (as it triggers automatic alerts to the right teams).

    Please use these for the purpose of Full/Partial Outages only!

    Status Page

    In case of a Full Outage or Partial Outage, the Status Page is where we inform our customers. We will share updates there, which you can subscribe to get automatic updates.

    Visit our Status Page

    Service Level Agreement (or SLA)

    Our SLA not only presents a clear and measurable description of our service. At the cost of a slightly elaborate SLA we have also described key concepts for non-SLA-experts, and shared insight into our rationale and operating procedures.

    To more easily fit Cirrus and its SLA in other IT service practices at our customers we adhere in our SLA to ITIL® v4 (don't worry if you've never heard of ITIL, it's a Head of IT thing).

    See our SLA from Service Level Agreement (SLA) on our Compliance page.

    What's Next