New Features & Change Requests Procedure
Authorisation
This document has been approved & authorised by:
Contents
Introduction
Purpose
The purpose of this procedure is to define what actions should be taken when issues and requests have been raised via the portal from users of 3t Digital systems.
Scope
This documents is applicable to all personnel who deal with customer requests that come in via the Jira portal. It covers the how items should be raised, responsibility or both 3t Digital employees and users and the timing which tasks should be dealt with.
Related Documents
https://3tenergy.atlassian.net/wiki/pages/resumedraft.action?draftId=1232764955
https://3tenergy.atlassian.net/wiki/spaces/TRANFORM/pages/944406587/Customer+Service+Procedure
Useful Links
Customer Portal - https://3tenergy.atlassian.net/servicedesk/customer/portal/9
Support Board - https://3tenergy.atlassian.net/jira/servicedesk/projects/AS/queues/custom/114
3t Digital - Knowledge Hub - https://transform.scrollhelp.site/
Definitions
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 Success Team | Completing an initial review of New Feature requests and approving or declining the request. Issuing quotes to the user once the scope has been agreed. Ensuring the tickets are kept up to date in the New Features board for reporting reasons & issuing the reports to external/client management teams to define the ticket priority and release dates. |
Business Analyst (BA) | Liaising with the requester to gather requirements for approved New Feature requests and confirming the scope with the client. Raising the approved request with the development team using the information confirmed on the ticket. |
Raising Issues & Requests Process
Process Flow
Reviewing Requests
It is the responsibility of the Head of Customer Success to review all requests that are created via the New Features portal and Accept or Decline them. All requests must be reviewed within the timescales set within the SLA’s.
If a request is approved the requirements gathering sessions will commence with the relevant parties.
Declining will close the ticket, and a reason must be provided to the requester as to why it’s been declined.
Understanding the Requirements
It is the responsibility of the BA to gather all requirements for the requests that have been raised and gain approval from the requestor that their request has been understood.
For all approved requests, the BA must liaise with the requestor to collate all of the information to create a scope. If the BA is waiting for information from the requestor, they must set the ticket status to ‘Awaiting Client Info’ to help with the accuracy of SLA’s.
It’s important that all discussions are recorded on the ticket that has been raised for auditing and quality reasons. If any discussions are had offline such as emails, teams messages or phone calls, it’s important that this a retrospectively recorded on the ticket details the key points.
Once the requirements have been gathered, the BA must then comment on the ticket with the scope of work/user stories that will be given to the development team so they can approve, decline or make any changes. The scope must be recorded on the the ticket so it is documented correctly along with any relating comments.
Once the scope has been agreed, the BA must raise development tickets using the approved scope/user stories and update the ticket.
Issuing Quotes
It is the responsibility of the Business Analyst to issue quotes out once the scope has been approved. The quote must include:
Requestor Name
Company Name
Project Name
Details of work
Duration
Costs
Quote Number
The ticket status must then updated and it is now up to the requester to approve or decline the quote. If a quote as been approved a method of payment must be provided by the requestor before proceeding.
Scheduling Approved Tickets
All tickets that are approved and have payment where required will be placed into a development queue.
The Head of Customer Success must then liaise with the Product Manager to see if the selected requests are able to fit in the upcoming release, providing them with the ticket details and the total estimated days.
Once the Product Manager has agreed which tickets can go in the upcoming release, the Head of Customer Success must then update the following:
Update the requestor with outcome of the meeting and advise of release date
The ‘Due Date’ for the selected tickets to show the release date they will be Live
Update the announcements in the portal to list all tickets that have been selected for the next release
User Acceptence Testing
Once tickets are in development and are within the UAT systsem, the client will be advised of the changes made and will be shown the updates in the system for review. Any feedback, based on the original scope, will be given to the development team, where we can capture any changes (where necessary) and correct before go live.
Completed Requests
Once a ticket has been complete, the ticket status will be set to ‘Client Sign Off'.
If the client is happy with the changes implemented, the ticket status can be set to ‘Done’. The ticket is now closed and any additional changes must be raised on a new ticket.
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 | The requester/reporter must receive a response within the set timescales to acknowledge the query and inform them that the ticket has been created and is under review. |
Review | A team member must investigate the ticket and inform the requester/reporter of the next steps or actions taken within the set timescales. This may include raising a development ticket, providing a link to a user guide, arranging further training sessions, etc. |
Resolution | A team member has provided a resolution to the issue raised (even if it's a temporary fix with a permanent solution to follow) within the set timescales, giving the requester/reporter a solution so the ticket can be moved to client sign-off status. |
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 | Resolution |
|---|---|---|---|
Technical Support - Highest (P1) | 30 mins | 1 hour | 4 hours |
Technical Support – High (P2) | 30 mins | 4 hours | 2 days |
Technical Support – Medium (P3) | 30 mins | 1 day | Next Sprint (within 14 days) |
Technical Support – Low (P4) | 30 mins | 1 day | Next Available Sprint |
Support Query | 30 mins | 1 day | 3 days |
Service Task | 30 mins | 3 days | Prioritised by Customer Excellence Manager |
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 |
Definitions of Ticket Status
Status | Description |
|---|---|
New Request | The ticket has been created and is waiting to be reviewed |
Requirements Gathering | The ticket has passed the initial review and has been passed to BA to ensure we have all of the details required to completed the request |
Scope Issued | BA has issued a scope to the requester and is waiting for them to approve or decline/change the scope of work |
Ready for Estimates | If a request has fees attached, and once the scope has been approved, the request is then sent for estimates so we can produce a quote |
Quote Issued | All estimates have been gathered, a quote has been produced and issued to the requester to provide payment for the development work |
Development Queue | The scope has been approved, any fees have been paid and the request is now waiting to be selected for a future release |
Raised with Development | The request has been selected for the next release and is with the development team |
Ready for Release | The development, design work and testing is complete and the request is waiting to be pushed through into Live on the release date |
Client Sign Off | The request is Live ready for the requester to review and confirm the work that has been complete meets the approved scope |
Awaiting Client Info | A member of the 3t Digital team required further information from the client so they can proceed with their request |
Done | All requirements for the request has been complete and the ticket is now closed |
Declined | The request has either been declined by a member of the 3t Digital team or the requester no longer requires this |