Software Support Process
From UG
(Difference between revisions)
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** Tira - handles issues related to Ops Pdfs, Client, Acc Sales | ** Tira - handles issues related to Ops Pdfs, Client, Acc Sales | ||
** Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc | ** Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc | ||
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| + | == CT2 Board Approval == | ||
| + | |||
| + | TBD! | ||
Revision as of 00:28, 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
CT2 Board Approval
TBD!
