Context. It can be tough to solve a problem without context! Ionic Advisory team members might ask customers to grant access to source code or produce a sample application exhibiting the unexpected behavior to help expedite the resolution of an issue. If neither of these options is possible, the team can meet live via a working session(s) to help demonstrate the issue to Ionic Engineers. All customer information and source code are kept confidential.
Point person. Please provide a primary point of contact as the principal point of contact throughout the Advisory period of performance. This primary point of contact will be used to help with scheduling and planning customer resources as well as act as a point of escalation for problem and conflict resolution management.
Advisory hours are debited in increments of 60 minutes. Fractions of an hour will be rounded to the next full hour. If an initial request takes under 30 min for our team to resolve, we don’t count this against advisory hours.
Scheduling meetings. Ionic does the best we can to ensure we can help every customer the moment they need help however we do ask for at least a 48-hour lead time for scheduled engagements. This doesn’t guarantee that we will be able to meet within 48 hours but Ionic will do everything we can to meet with customer teams as fast as possible. (That might even be faster than 48 hours! You never know!)
Response times via Slack channels are governed by the same SLA timeframes that are agreed upon during the sales cycle. Most of the time we are faster, but if you don’t receive a response right away, please know that we are not ignoring you.
Ionic has a responsibility to all our customers to continually produce high-quality solutions which means we keep our engineering teams as focused as possible on fixing bugs and developing new and awesome features. The Advisory and Customer Success teams will act as an advocate for customers and will engage the engineering team as needed.
App development is fun, and the Ionic Advisory and Customer Success teams strive to find delight in what your teams create. We ask that you share your accomplishments with us and treat us like a partner in your business objectives, and we promise to do the same.