Software Support Process
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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 local ''CT2 Business Analyst'' (Level 0). | + | * Contact local ''CT2 Business Analyst'' (Level 0). ''(If can not be resolved escalate to Level 1)'' |
| - | + | ||
| - | * ihelp@jaguarfreight.com (''Marc Selter'') (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 === | === 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)'' |
| - | + | ||
== Help Desk Level 2 == | == Help Desk Level 2 == | ||
Revision as of 00:30, 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
Submitted for approval. --Alex 00:29, 12 March 2010 (UTC)
