Support Process

Support Process

SUPPORT PROCESS

1. Triggers:
      a. Ticket through support ticketing system
      b. Client service notifies an issue
      c. Other (to be evaluated)

2. Process
      a. Verify there is an open ticket (support team)
      b. Support team
            i. Verifies support contract through CRM
            ii. Evaluates issue
            iii. Updates client service by email (will be automated in the future)
      c. Troubleshoot and solve OR escalate
      d. Update ticket
      e. Verify solution with client or through client service (per case)
      f. Support manager will be aware of every open ticket and verify
            i. Quality of support service
            ii. Escalation tickets
            iii. SLAs
      g. Support manager will provide monthly reports for all tickets
      h. Support manager will escalate to CIO
            i. Any ticket that is over the SLA
            ii. Any ticket that is escalated to tier 3

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