updated NOV22

Creating and Viewing Support Tickets

To Create a Ticket

1. In the top navigation bar, select Support
2. A new Support: One Voice tab will open
3. Select New Support Ticket
4. ticket will auto populate with users email address
5. Subject line- be descriptive of issue
   • TIP: The Subject field is used to search the Knowledge Base for possible solutions for the issue being raised. It may be helpful to review the Articles in the gray area to the right before submitting a Ticket.
6. Description - detailed summary of the issue including order number(s) 
7. Platform - select the portal platform where issue occurred
8. Topic - select topic of issue 
9. Submit to create the Ticket

• A notification email that Ticket has been created is sent to the user 
• Notification emails are sent to the user when the Ticket Status is changed To Resolved or Closed, or when Support has added public-facing comments.

To view a Ticket

1. In the top navigation bar, select Support
2. A new Support: One Voice tab will open
3. Select Check Ticket Status
4. Select the Ticket to display the ticket details.  Use the green Action Bar to reply to Support, mark a Ticket as Closed, or add people to the conversation.

Process

1. The User opens a Ticket.
   Note: If Support monitoring detects events prior to the Customer opening Ticket, Support will complete Step 1 and proceed.
2. Support applies Priority to Ticket details based on Priority guidelines below.  Support provides initial expectations to the Customer, engages partners, and internal resources as required.
3. Support continues to update the Customer by updating the Ticket, until resolution.
   Note: RCA (Root Cause Analysis) delivery is communicated, as required.

Support Teams

Support encompasses a few teams that are best suited for particular scenarios.  Contact details can be found in the KB article Escalation Contact List

• i800 Porting - the team address' any and all porting issues related to i800
• i800 Support - the team address' any non porting issues related to i800
• OV Onboarding - the team address' all interop and onboarding for new customers as well as training for new and existing customers
• OV Porting - the team address' any and all porting issues related to One Voice
• Support - the team address' all issues not covered by the above teams

Additional Expectations

• Tickets must be opened by direct Customer Users. Issues encountered by agents or third-party vendors must be vetted through Customer IT or department resources.
  Exception: Support accepts Tickets from authorized Customer agents working non-business hours to support other time zones.
• Tickets must contain all relevant information to start an investigation. Missing information will cause delays in resolution.
• Support will review the Ticket and set Priority appropriately.
• A Ticket starts an investigation into an unknown root cause. Once the problem and solution are identified, Support communicates an Estimated Time to Repair (ETTR) to the Customer. Before a root cause is known, a time line to resolution cannot be provided.
• Support will respond to the Ticket Requester. Customers are responsible for communicating to a wider internal audience.
• Support aims to deliver all Root Cause Analysis reports within 5 to 10 business days.

Status

Priority

Expectations

Priority is set by Support in relation to all Tickets being managed using the guidelines below. 

Note: There is no automatic correlation between Customer urgency and Support priority.

If there is a compelling reason to address an issue or request with a Priority above its appropriate classification, a Customer can contact the Support Agent and / or Support Manager by phone to make their case.

The response time for First Response is defined as follows:

• If the Ticket is opened by calling Support
  • The response time is measured between the time when the call is answered by Support and the time when a Ticket Number is provided.
• If the Ticket is opened by sending an email to Support
  • The response time is measured between the time when the system creates the Ticket (by issuing a Ticket Number) and the time a Support Agent responds back to the Requester by email or with a public-facing comment on the Ticket.
• If the Ticket is opened by the Customer on the Ticket Portal
  • The response time is measured between the time when the system creates the Ticket (by issuing a Ticket Number) and the time a Support Agent responds back to the Requester by email or with a public-facing comment on the Ticket.

Update Schedule

Customer expectations for communication regarding Tickets must align with the Ticket update schedule.

Note: In specific circumstances, the Customer and Support may agree to suspend interval communications until the Target Date for resolution.