Tevalis Support 24/7 Process
Support case rasied by email
Support case rasied by phone call
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
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.
- case resolved
Email sent to client advising of actions taken & closure of the support case.
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?
Existing support case updated with new details
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?
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.
No Stock Ticket Development work/training is required to resolve issue.
Integrations Ticket Investigation require & potential 3rd party involvement to resolve the issue. Customer Care If a client wishes
or other customer care matter not related to support.
Support ticket closure categorisation code chosen & notes on case updated.