Tevalis Support 24/7 Process Support case rasied via portal
New issue
Support case rasied by email
Support case rasied by phone call
Notification received by support helpdesk. Acknowledgement sent to client, case number issued & case assessed.
On the call, details of the case are assessed and a support case number is issued.
New or existing issue?
Existing issue
Existing support case updated with new details
New support case raised & cause reporting code categorisation set by technician
Support case category assigned as: - Critical system down - Systems impacted - Minor System Error - Client request
Team Leader assigns case to appropriate resource and sub team: 1 st Line support 2nd Line support 3rd Line support
Yes - case resolved
Can the issue be resolved immediately?
No
Email sent to client advising of actions taken & closure of the support case.
Advise client of next steps with any further investigation required, client is advised of approximate timescales for a resolution.
Closure categorisation reporting code chosen, notes on case updated before closure.
Further investigation carried out, potential resolutions may include a liaison with 3rd party, analysis of client management info or system upgrades.
Yes
Additional internal or secondary issue ticket required?
No
Development Ticket ‘RFD’ (Request for Development) raised.
Stock Ticket Development work/training is required to resolve issue.
Integrations Ticket Investigation require & potential 3rd party involvement to resolve the issue.
Case dealt with by SLA relevant to priority level, client receives regular updates via email on status of case before all support tickets are closed.
Support ticket closure categorisation code chosen & notes on case updated.
Customer Care If a client wishes to raise a dispute or other customer care matter not related to support.