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Contents

Introduction

Purpose

To provide the Customer Support team guidance on how issues are raised and how they should be dealt with.

Scope

This document covers what actions must be followed, and in what timescales, for all items that are created within the Transform Support board in Jira. All staff who are within the Customer Service team who deal with customer enquiries must follow this process and ensure tasks are completed within set time scales.

Related Documents

Definitions

Bug

An error, flaw or fault in the system that causes it to produce an incorrect or unexpected result, or to behave in unintended ways.

Portal

A webpage that allows users of the system to requests or issued for the team to deal with.

SLA

Service Level Agreement - a commitment between a service provider and a client.

Responsibility

Customer Support

Investigating support queries & bugs that have been logged in Jira and raise a development ticket if required.

Providing links from the Knowledge Hub that include guides to help resolved customer issues and queries.

Ensuring the tickets in the Support Board are kept up to date for reporting reasons.

References

Reference to ISO standards and clauses.

System Bugs

Bug Process Flow

All bugs that are raised within the Jira Support Portal have different timescales depending on their severity. It’s important that the Customer Service & Development team deal with bugs as per the timescales set in the SLA’s.

Bug severity

The priority of the bug is determined by the severity of the issue and the impact it’s having on the client and their business. The definitions of the severities are shown below, it’s important all members of the Customer Support team are aware of these different categories so tickets can be escalated appropriately.

It is important that the severity of a bug is correct against a ticket for reporting reasons.

Severity

Description

Critical

Critical bugs should only be raised if the system is unavailable during normal operating hours. Typically, an infrastructure issue causing an unplanned interruption making the services unavailable with no work around.

Critical bugs must be raised in the Transform Support Portal using the ‘Report a Bug’ option, the priority for a critical bug must be set to ‘Highest

Once the issue has been raised as a critical bug, the reporter is advised to also contact Transform via telephone to inform them a critical bug has been raised, to provide any additional information and to ensure that Transform can address the issue as rapidly as possible.

The contact number for critical bugs is:

  • Transform HQ – +44 (0) 330 202 0668

High

Bugs should be set to a high priority if an unplanned interruption occurs that makes some functionality un-available during normal working hours but there is a work around available.

Bugs with a high priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘High’.

Medium

Bugs should be set to a medium priority if services are unavailable for a single or small percentage of users, where system functions are not working and impairing use during normal operating hours.

Bugs with a medium priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘Medium’.

Low

Bugs should be set to a low priority if a cosmetic or inconvenient fault which does not impact the operating efficiency of the product or the use of the product.

Bugs with a low priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘Low’.

Defining a bug

Before a bug is raised with the Development team, the Customer Support team must ensure the the request raised is a genuine bug. The below steps must be followed to help determine if the ticket is a bug, a new feature, user/data error or a general request.

Support Queries

Support queries are usually general queries from clients regarding users, functions, permissions etc. All support queries must be responded to and resolved as per the SLA’s.

There may be times when a client has raised a support query but really they have identified an issue or are asking for a new feature. In these cases, it’s important the the Customer Support team identify this and move this to the correct ticket type or board.

Response & Action Timescales

This is an extract from Service Level Agreement (SLA)

Service Level Agreement (SLA)

Required Actions

There are 3 main actions that must complete for every ticket that is raised from the portals.

Action

Description

Response

A member of the team must respond to the requester/reporter on the ticket raised within the set timescales to acknowledge the query and inform them that it’s being reviewed.

Review

A member of the team must investigate the ticket raised and go back to the requester/reporter with a the next steps or the action that has been taken within the set timescales.

The could be a number of things such as raising a development ticket, a link to a user guide, arranging further training sessions etc.

Resolution

A member of the team must resolve the ticket within the set timescales, giving the report/requestor a solution so the ticket can be closed.

Timing of Actions

Listed below are the types of issues that can be raised and timings of when they will be dealt with as per the agreed SLA’s.

The timescales listed are working hours/days

Type

Response

Review

Quote Issued

Resolution

Critical Bug

30 mins

1 hour

N/A

4 hours

Bug – High

3 hours

1 day

N/A

3 days

Bug – Medium

3 hours

1 day

N/A

Included in next available release

Bug – Low

3 hours

1 day

N/A

Included in next available release

Support Query

3 hours

1 day

N/A

3 days

New Features

3 hours

1 day

10 days

Prioritised by client into available release

Data Requests

3 hours

1 day

5 days

Prioritised by client into available release

Working Hours (Time zone = GMT (Greenwich Mean Time))

Day

Opening Time

Closing Time

Monday

08:00

16:00

Tuesday

08:00

16:00

Wednesday

08:00

16:00

Thursday

08:00

16:00

Friday

08:00

16:00

Saturday

Closed

Closed

Sunday

Closed

Closed

Ticket Status Definitions

The below table describes the different status on tickets within the support portal.

STATUS

DESCRIPTION

Open Issue

The ticket has been raised but there has been no action taken yet

Under Investigation

A member of the team is looking at your ticket and is carrying out an initial investigation

Awaiting Client Info

A member of the team has looked at your ticket but requires more information from the requester

Raised with Development

The support team have completed their investigation and require assistance from the development team to close your request. A development team has been raised for one of the developers to look at.

Fix in Place Awaiting Release

The development team have completed their development work and it will be in the live site on the next release

Client Sign Off

The fix has been released and the team are waiting for the requester to confirm their issue has been resolved

Closed/Resolved

The issue has been resolved and there is no further action required

Customer Support Performance

Performance reports will be pulled using the from Jira on a regular basis to ensure that SLA’s and procedures are being followed correctly, and to identify any improvements areas. The monthly reports shall include the following information:

  • Created & Resolved Issues

  • Bugs Raised - by severity

  • Support Queries Raised

  • Tickets per Client

  • Tickets per Product

  • Response Time Achieved

  • Resolution Time Achieved

  • Average Time

Reports can be found - https://3tenergy.atlassian.net/jira/servicedesk/projects/SUP/reports/custom/6