Software Support Process
From UG
(Difference between revisions)
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=== Help Desk Work flow for any requests coming from Non NY Office Jaguar Users === | === Help Desk Work flow for any requests coming from Non NY Office Jaguar Users === | ||
| - | * Contact | + | * Contact ''Local CT2 Liaison '' (Level 0). ''(If can not be resolved escalate to Level 1)'' |
| - | * ihelp@jaguarfreight.com ('' | + | * ihelp@jaguarfreight.com (''Rob, Denise'') (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 === | === Help Desk Work flow for any requests coming from NY Office Jaguar Users OR from Client Users === | ||
| - | * ihelp@jaguarfreight.com ('' | + | * ihelp@jaguarfreight.com (''Rob, Denise'') (Level 1). ''(If can not be resolved escalate to Level 2)'' |
== Help Desk Level 2 == | == Help Desk Level 2 == | ||
| - | + | ''Marc Selter'' | |
| - | + | ||
| - | + | ||
| - | + | ||
| - | + | ||
| - | == | + | == Help Desk Level 3 == |
| - | Submitted for approval. --[[User:Alex|Alex]] 00:29, 12 March 2010 (UTC) | + | |
| + | ** ''Paul'' - handles server issues, firewall issues, etc | ||
| + | ** ''Tira'' - handles issues related to Ops Pdfs, Client, Acc Sales modules | ||
| + | ** ''Alex'' - handles issues related to Ops Reps, Ops, Acc Non Sales modules | ||
| + | |||
| + | == Doc History == | ||
| + | * First draft. Submitted for approval. --[[User:Alex|Alex]] 00:29, 12 March 2010 (UTC) | ||
| + | * Re-designed. Submitted for approval. --[[User:Alex|Alex]] 17:02, 12 March 2010 (UTC) | ||
Revision as of 17:02, 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 Liaison (Level 0). (If can not be resolved escalate to Level 1)
- ihelp@jaguarfreight.com (Rob, Denise) (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 (Rob, Denise) (Level 1). (If can not be resolved escalate to Level 2)
Help Desk Level 2
Marc Selter
Help Desk Level 3
- Paul - handles server issues, firewall issues, etc
- Tira - handles issues related to Ops Pdfs, Client, Acc Sales modules
- Alex - handles issues related to Ops Reps, Ops, Acc Non Sales modules
