Software Support Process

From UG

Contents 1 Intro 2 Help Desk 2.1 Help Desk Work flow for any requests coming from Non NY Office Jag Users 2.2 Help Desk Work flow for any requests coming from NY Office Jag Users 2.3 Help Desk Work flow for any requests coming from Client Users

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 Work flow for any requests coming from Non NY Office Jag Users

• Contact local CT2 Business Analyst (Level 0). (If can not be resolved escalate to the next level)
• ihelp@jaguarfreight.com (Marc Selter) (Level 1). (If can not be resolved escalate to the next level)

Help Desk Work flow for any requests coming from NY Office Jag Users

• ihelp@jaguarfreight.com (Marc Selter) (Level 1).
  • (If can not be resolved escalate to the next level)

• (Tira, Paul, Alex, isales) (Level 2)
  • 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

Help Desk Work flow for any requests coming from Client Users

Email ihelp@jaguarfreight.com

Same as in #NY Office Jag Users - see above