Software Support Process
From UG
(Difference between revisions)
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== Help Desk Level 0 and 1 == | == Help Desk Level 0 and 1 == | ||
| - | === Help Desk Work flow for any requests coming from Non NY Office | + | === Help Desk Work flow for any requests coming from Non NY Office Jaguar Users === |
* Contact local ''CT2 Business Analyst'' (Level 0). | * Contact local ''CT2 Business Analyst'' (Level 0). | ||
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** ''(If can not be resolved escalate to Level 2)'' | ** ''(If can not be resolved escalate to Level 2)'' | ||
| - | === Help Desk Work flow for any requests coming from NY Office | + | === Help Desk Work flow for any requests coming from NY Office Jaguar Users OR from Client Users === |
* ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). | ||
**''(If can not be resolved escalate to Level 2)'' | **''(If can not be resolved escalate to Level 2)'' | ||
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== Help Desk Level 2 == | == Help Desk Level 2 == | ||
Revision as of 00:27, 12 March 2010
Contents |
Intro
CT2 Support Operation covers:
- Maintenance of existing system (upgrades, backups, monitoring, etc)
- Help Desk operation
- Etc
Help Desk requests can be classified into:
- bug reports
- create new user / client company request
- new feature or change request
- general questions and misc
At the moment all requests above follow same work flow - see below.
Help Desk Level 0 and 1
Help Desk Work flow for any requests coming from Non NY Office Jaguar Users
- Contact local CT2 Business Analyst (Level 0).
- (If can not be resolved escalate to Level 1)
- ihelp@jaguarfreight.com (Marc Selter) (Level 1).
- (If can not be resolved escalate to Level 2)
Help Desk Work flow for any requests coming from NY Office Jaguar Users OR from Client Users
- ihelp@jaguarfreight.com (Marc Selter) (Level 1).
- (If can not be resolved escalate to Level 2)
Help Desk Level 2
- (Tira, Paul, Alex, isales)
- isales - handle user/login tasks/issues, report scheduler, client company profile
- Paul - handles more complex cases with user/login tasks/issues, report scheduler, Admin, server issues
- Tira - handles issues related to Ops Pdfs, Client, Acc Sales
- Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc
