Tevalis Support 24/7 Process
Support case rasied via portal
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
Support case rasied by email
Notification received by support helpdesk. Acknowledgement sent to client, case number issued & case assessed.
Support case rasied by phone call
- case resolved Email sent to client advising of actions taken & closure of the support case.
or existing issue?
Closure categorisation reporting code chosen, notes on case updated before closure.
Team Leader assigns case to appropriate resource and sub team: 1 st Line support 2nd Line support 3rd Line support
Can the issue be resolved immediately?
On the call, details of the case are assessed and a support case number is issued.
Development Ticket ‘RFD’ (Request for Development) raised.
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.
Additional internal or secondary issue ticket required?
Existing support case updated with new details
Ticket Development work/training is required to resolve issue.
Advise client of next steps with any further investigation required, client is advised of approximate timescales for a resolution.
Further investigation carried out, potential resolutions may include a liaison with 3rd party, analysis of client management info or system upgrades.
Integrations Ticket Investigation require & potential 3rd party involvement to resolve the issue.
Support ticket closure categorisation code chosen & notes on case updated.
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