Customer Support Procedure
Authorisation
This document has been approved & authorised by:
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 3t Digital Customer Support board in Jira. All staff who are within the Customer Success team who deal with customer enquiries must follow this process and ensure tasks are completed within set time scales.
Related Documents
https://3tenergy.atlassian.net/wiki/pages/resumedraft.action?draftId=1232764955
https://3tenergy.atlassian.net/wiki/pages/resumedraft.action?draftId=2384297985
Useful Links
3t Digital Help Centre - https://3tenergy.atlassian.net/servicedesk/customer/portals
3t Digital Customer Portal - https://3tenergy.atlassian.net/servicedesk/customer/portal/2
3t Digital Knowledge Hub - https://3t Digital.scrollhelp.site/
Jira Support Board - https://3tenergy.atlassian.net/jira/servicedesk/projects/SUP/queues/custom/7
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 Team | 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. |
How to Create a ticket within the 3t Digital - Help Centre
Raising Issues & Requests - Help Guide
This document explains the process for raising bugs & requests for 3t Digital products, how to use the portals, what information is required and the timescales of which the issues & requests are dealt with.
3t Digital Help Centre
All tickets should be raised within the 3t Digital Help Centre which can access via this link - https://3tenergy.atlassian.net/servicedesk/customer/portals
There are three separate portals that should be used to raise tickets, one is used for issues within the system and the other is for general support queries; 3t Digital Support & 3t Digital New Features.
If you do not have access to the below portals please contact support.digital@3tglobal.com
3t Digital Support | 3t Digital New Features & Change Request |
|---|---|
All users of 3t Digital products should have access to the support portal to raise issues to queries. The link below should be used to access this portal: Link: https://3tenergy.atlassian.net/servicedesk/customer/portal/2 | Only certain users will have access to this portal to raise data requests or request a new feature or change. The link below should be used to access this portal: Link: https://3tenergy.atlassian.net/servicedesk/customer/portal/9 |
Raising A Ticket
All tickets must be raised within the 3t Digital Help Centre portal above.
Please ensure they are raised within the correct portal, are against the correct ticket type and include the correct information detailed within this section of the procedure.
Please click on the Ticket Type below for more information on raising this type of ticket:
If tickets are not raised correctly, there may be a delay in dealing with your request or the ticket may be closed due to lack of information.
Ticket Type | Definition | Who can raise? | 3t Digital Team - Responsible |
|---|---|---|---|
A user has found an error, flow or fault that is causing the system to produce an incorrect or unexpected result. | All users | Customer Excellence | |
A user has a general query regarding the system they are using | All users | Customer Excellence | |
A user wants to add in a new feature to improve the system or change the way a function works. | Authorised users only | Customer Success | |
A user wants to change the way a function within the systems currently work | Authorised users only | Customer Success |
Managing Duplicate Jira Tickets
On occasion multiple users in the same organisation will experience the same issue when using the 3t Digital products and raise individual Jira tickets.
The users may work in different departments, or divisions and therefore not be aware that another user has raised a ticket for the same issue.
In this instance, the respective duplicate tickets will be closed and linked to the original ticket, with all relevant users added as requested participants to the original ticket to ensure all participants receive the relevant notifications.
Escalation of Bugs & Support Tickets
If your ticket is not being updated or resolved in a timely manner, or if the issue reported has not been fully resolved, please add a note onto your ticket requesting that the issue is escalated to the Customer Excellence Manager for further investigation.
Escalation of New Feature & Change Request Tickets
If your ticket is not being updated or resolved in a timely manner, or if the issue reported has not been fully resolved, please add a note onto your ticket requesting that the feature is escalated to the Customer Success Manager for further investigation.
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 Support & 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 3t Digital 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 3t Digital via telephone to inform them a critical bug has been raised, to provide any additional information and to ensure that 3t Digital can address the issue as rapidly as possible. The contact number for critical bugs is:
|
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 3t Digital 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 3t Digital 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 3t Digital 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.
Support Process Flow
Response & Action Timescales
This is an extract from Service Level Agreement (SLA)
Overview of the Customer Support Team SLA & Timelines
At 3t Digital, we understand the importance of timely resolution and value our clients' time. Our Service Level Agreement (SLA) timelines are designed to ensure efficient management of Jira tickets raised by our clients.
Upon ticket submission, our team strives to acknowledge and assess the issue within below timelines. Depending on the complexity of the query, our goal is to provide an initial response within this timeline and to keep you informed and engaged throughout the process.
For standard issues, we aim to have a resolution within timescale below depending on the type of ticket raised. Our dedicated team of experts will work diligently to address your concerns, provide solutions, and offer guidance to ensure your satisfaction.
In case of more complex or technical matters, our team may require additional time to thoroughly investigate and resolve the issue. Rest assured, we will maintain regular communication and keep you updated on the progress until a resolution is reached.
Our commitment is to deliver prompt and effective support while maintaining the highest quality standards. We continuously strive to exceed our SLA timelines and provide exceptional service, ensuring a smooth and seamless experience for our valued clients.
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 (P1) | 30 mins | 1 hour | N/A | 4 hours |
Bug – High (P2) | 3 hours | 1 day | N/A | 3 days |
Bug – Medium (P3) | 3 hours | 1 day | N/A | Included in next available release |
Bug – Low (P4) | 3 hours | 1 day | N/A | Included in next available release |
Support Query | 3 hours | 1 day | N/A | 3 days |
Data Requests | 3 hours | 1 day | 5 days | Prioritised by client into an 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 are available in Jira to monitor 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
Various Reports can be found in Jira following the links below: