Levels of Support
We model our processes on the standard ITIL support model. ITIL summarises the Tier 1 to Tier 3 roles as follows:
These are lower level technical personnel, trained to solve known problems and to fulfil service requests by following scripts.
- Basic help desk resolution and service desk delivery
- Support for basic customer issues such as solving usage issues and fulfilling service desk requests that need IT involvement.
- If no solution is available, Tier 1 personnel escalate incidents to a Tier 2
Examples of problems dealt with by Tier 1 support
- The system is showing an unexpected error
- Customer has requested a GDPR action
- A feature is not working as expected
- How do I?
Support personnel with technical knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.
- In-depth technical support
- Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by tier 1.
- If no solution is available, tier 2 support escalates the incident to tier 3.
Examples of problems dealt with by Tier 2
- Monitoring of servers , ensure that all systems are running
- Ability to verify whether any functional issues are caused by infrastructure/network issues et
Tier 3 specialists are generally the most highly skilled product specialists, and may include the creators, chief architects, or engineers who created the product or service.
- Access to the highest technical resources available for problem resolution or new feature creation.
- Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications.
- Once a cause is identified, the company decides whether or not to create a new fix, depending on what caused the problem. New fixes are documented for use by tier 1 and tier 2 personnel.
Triaging Bug Severity
The Severity of a problem is based on the impact on the Customer of an issue. This is separate to the Priority which is the order any fix for a ticket will be delivered by a support team.
For Kontainers product, the support team will assign a Severity to the problem when the issue is validated.
SEV1: The production system is down or a major Customer facing product feature is not available
SEV2: The system is functioning for all Customers but the UI is not behaving as designed. (This is typically a poor or missing data scenario)
SEV3: An individual user has an issue with the system that does not impact other users
SEV 4: A new feature is required
It is important to note that the team will only identify and address issues that are identified as ‘caused by Kontainers’.
When e.g. the system is functioning as designed and the issue is not related to Kontainers code then no Severity will be assigned. The ticket shall be closed and sent back to the customer with appropriate comment.
How and Where to raise an issue
All questions by the support team go to our Administrator Zendesk product This is regardless of severity or urgency.
Typically the user query is answered within 15 minutes by a member of the support team.
If the Tier 1 person decides this problem needs urgent help they will ring Kontainers Tier 2 Incident Management line immediately. If there is a confirmed problem with Kontainers product then the Tier 2 person will assign the Severity. If a Tier 3 is needed they too will be contacted immediately.
We provide ‘out of hours’ support for Severity 1 tickets.
Note: Support queries can be raised directly in Intercom or via a mail
Checklist for raising tickets
When raising a support request, validate the following:
- Is this problem and a solution documented in the Help files (https://kontainers.zendesk.com/hc/en-us )
- Is this type of problem covered under the support scope (https://kontainers.zendesk.com/hc/en-us/articles/360017842271-How-to-decide-as-an-Administrator-on-when-to-notify-Kontainers-of-an-issue )
- Is the behaviour ‘by Design’
- In some cases we have come across problems when an individual or team meets behaviour that is not as was expected. Is the problem seen by everyone or just one person/group of people
Once you do decide to raise a support ticket:
- Provide Clear steps to replicate the problem
- Expected Behaviour
- Actual Behaviour
- For Enterprise or customers with custom Integration,
- is there downstream activity that will impact Kontainers, e.g. a service outage or data change
- Was there a change in what information is normally sent down for which we require notice resulting in new Metadata etcIn this case provide extracts of :
- The data that was sent through
- For individual records, the specific data set that is associated with the problem - if possible.
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