Support Handbook. Your Guide to the Northwoods Support Center

Transcription

1 Supprt Handbk Yur Guide t the Nrthwds Supprt Center Prepared by Nrthwds Supprt September 25, 2015

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3 Nrthwds Supprt Handbk Table f Cntents Table f Cntents Overview... 1 Custmer System Administratin Respnsibilities... 2 Applicatin Maintenance rd Party Applicatins... 3 License Maintenance... 3 General Duties... 3 Preferred Skills... 4 Cntacting the Nrthwds Supprt Center... 4 When Yu Call... 4 Hw t Cntact Supprt... 5 Cntact Infrmatin and Hurs f Operatin... 5 Nrthwds Custmer Prtal... 6 Infrmatin t Gather Befre Yu Call... 6 Basic Infrmatin... 6 Trubleshting Infrmatin... 7 Additinal Custmer Supprt Infrmatin... 8 Nrthwds Hliday Clsures... 8 Remte Server/Sftware Access... 8 Help Files... 8 Cases Clsed fr Inactivity... 8 Case Severity Level... 9 Revlutinizing the Delivery f Human Services i

4 Nrthwds Supprt Handbk Case Escalatin Prcess...10 Test Envirnments...11 Installing and Upgrading Cmpass Sftware...11 Prduct Change Requests...12 Enhancement Requests...12 Release Ntes and Upgrade Infrmatin...12 Supprt Handbk Cntact Infrmatin...12 ii Revlutinizing the Delivery f Human Services

5 Nrthwds Supprt Handbk Cpyright and Trademarks Ntice Cpyright and Trademarks Ntice Cpyright 2012 Nrthwds Cnsulting Partners, Inc. All rights reserved. Nrthwds, the Nrthwds Bear Lg, the Nrthwds tagline, and Cmpass are trademarks and service marks f Nrthwds Cnsulting Partners, Inc. Rather than repeat the trademark and service mark attributins thrughut this dcument, Nrthwds hereby asserts its rights fr all f its prducts and services. All ther trademarks and service marks are the prperty f their respective wners. Unless stated t the cntrary, n assciatin with any ther cmpany r prduct is intended nr inferred. Revlutinizing the Delivery f Human Services iii

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7 Nrthwds Supprt Handbk Overview Overview The Nrthwds Custmer Relatins Department is rganized int tw teams: the Nrthwds Supprt Center and the Nrthwds Upgrade Team. Our team members develp strng wrking relatinships with each ther and ur clients, enabling them t quickly identify issues and reslve prblems as they are reprted. Nrthwds Supprt Center team members have a wide variety f prfessinal certificatins ranging frm database cnfiguratin and maintenance t netwrk and perating system administratin. The Nrthwds Custmer Relatins Department serves a key rle in supprting the diverse cmmunity f Nrthwds custmers thrughut the United States and its territries. When a call cmes int the Nrthwds Supprt Center, a Supprt Case is pened and a ntificatin is sent via t the designated System Administratr(s) fr the custmer wh reprted the issue. The ntificatin will indicate the Supprt Case Number and a shrt descriptin f the issue. If yu already have an pen Supprt Case, please prvide the Supprt Case Number when calling in. Supprt calls are priritized in accrdance with the demnstrable impact n yur Cmpass slutin in a prductin envirnment. Nrthwds Supprt Center team members are empwered t determine an issue s impact n yur slutin and its users, and can btain immediate attentin by a team f Custmer Supprt Analysts and develpment persnnel t assist with achieving issue reslutin. Revlutinizing the Delivery f Human Services 1

8 Nrthwds Supprt Handbk Custmer System Administratin Respnsibilities Custmer System Administratin Respnsibilities Nrthwds custmers and their designated System Administratr(s) are expected t prvide first line supprt t their end users. If the Nrthwds Supprt Center receives a call frm an end user, the Nrthwds Supprt Center will redirect the end user t their designated System Administratr(s). Designated System Administratrs have the ability t wrk clsely with the Nrthwds Supprt Center. Habitual supprt relatinships have prven successful in prmting a better understanding f the supprted slutin. Additinally, this cllabratin helps t reduce issue reslutin time and imprve custmer satisfactin. The Nrthwds Supprt Center shuld be cntacted when the System Administratr(s) has exhausted their abilities r a sftware/system defect has been fund. Sme areas t lk fr trubleshting infrmatin include yur Maintenance r Administratin Manuals, Database Reprting Guide, past clsed tickets, etc. When calling int the Nrthwds Supprt Center, yu shuld be prepared t describe the issue and cmmunicate any necessary trubleshting infrmatin s the Nrthwds Supprt Center can reslve yur issues in a timely fashin. The System Administratr(s) shuld be able t crdinate r perfrm the fllwing tasks: Applicatin Maintenance Add, edit, and disable user accunts and passwrds in Cmpass and DMS Create, replace, and remve dcument types in Cmpass and DMS Perfrm rle, prfile, and user grup affiliatin and permissin administratin in Cmpass and DMS If applicable, maintain client data imprt prcess: Ensure the client data file is created and placed in the apprpriate lcatin fr imprt Ensure the client data imprt prcess executes and cmpletes successfully Knwledge f integratin pints between Cmpass and the agency/state line f business applicatins (i.e. CRISe, SETS, Data Warehuse, Nmads, CalWin, CalLearn, etc.) Maintain knwledge and understanding f use and integratin between Cmpass and DMS applicatins 2 Revlutinizing the Delivery f Human Services

9 Nrthwds Supprt Handbk 3 rd Party Applicatins Custmer System Administratin Respnsibilities Maintain third-party applicatins (RightFax, antivirus sftware, Server OS, etc.): Ensuring applicatins are updated with all recent patches, updates, etc. Add, edit, and disable user accunts and passwrds Perfrm basic database administratin: Be able t query Cmpass and DMS databases t trublesht an issue(s) Ensure daily, weekly, and mnthly jbs cmplete successfully Maintain SQL settings related perfrmance (memry allcatin, drive space, etc.) Perfrm DMS maintenance (license administratin, service administratin, dcument retentin, etc.) License Maintenance Maintain licensing fr third-party applicatins (Remte Print Manager, Leadtls, RightFax, Backup Exec, Swiftview, etc.) General Duties Fllw instructins and prvide detailed issue descriptins and screenshts Have authrizatin t make system cnfiguratin changes and business prcess changes that are impacted by system cnfiguratin Perfrm trubleshting and triage f issues Access servers and end user desktps bth physically and remtely Re-image end users wrkstatins Deply sftware t wrkstatins Perfrm preventative maintenance including, but nt limited t the fllwing: Mnitring backup jbs and changing backup tapes Mnitring database jbs and perfrm necessary maintenance Mnitring hard disk space and usage Perfrming basic hardware maintenance (scanners, label printers, sig-pads, etc.) Applying Windws and 3 rd party sftware updates Administering and maintaining anti-virus sftware Revlutinizing the Delivery f Human Services 3

10 Nrthwds Supprt Handbk Cntacting the Nrthwds Supprt Center Preferred Skills Knwledge f cmputer peratin and basic trubleshting skills Understanding f cunty and state prcesses Basic understanding f user administratin as it relates t their cunty/state envirnment (i.e. Micrsft Active Directry, Nvell GrupWise, Nvell E-Directry, user prfiles, etc.) Ability t functin utside f nrmal business hurs as needed fr System Administratin and upgrades Authrity t facilitate user assistance in trubleshting user specific issues Ability t perfrm basic database maintenance and trubleshting Cntacting the Nrthwds Supprt Center When cntacting the Nrthwds Supprt Center regarding issues r errrs within ne f yur Cmpass r Dcument Management System (DMS) applicatins, yu shuld prvide as much infrmatin as pssible. The mre infrmatin yu can prvide and have available, the faster we can wrk tward a reslutin. Any infrmatin cllected will help us determine the verall scpe f the issue and reduce time t reslutin. When Yu Call Agencies utilizing Nrthwds applicatins may cntact the Nrthwds Supprt Center fr a variety f reasns. Frm general use questins t technical issues, the Nrthwds Supprt Center must be prepared t handle a wide range f questins and cncerns. When yu call the Nrthwds Supprt Center, yu shuld be prepared t answer the fllwing questins: Is the call regarding a questin abut yur Cmpass prduct/mdule functinality r capabilities? If s, the Nrthwds Supprt Center will prvide an answer t the psed questin. Is the call related t an issue with a Cmpass prduct r mdule? What is the issue? Nrthwds will then determine: If the issue is the result f an imprper cnfiguratin If the issue is the result f an peratr errr If the issue is the result f imprper expectatins f the sftware If the issue is the result f an errr within the prduct r mdule functinality 4 Revlutinizing the Delivery f Human Services

11 Nrthwds Supprt Handbk Hw t Cntact Supprt Cntacting the Nrthwds Supprt Center Supprt is available via phne, , r custmer prtal. Please be aware that immediate assistance can nly be prvided ver the phne. Supprt cases reprted by r custmer prtal are mnitred, but pririty is given t custmers calling int the Nrthwds Supprt Center. Our gal is t respnd t r nline supprt requests in the rder they are received. When yu cntact the Nrthwds Supprt Center fr assistance, prvide as much infrmatin abut the issue as pssible s we can reslve the issue quickly. When yu call the Nrthwds Supprt Center, yur call will be ruted t ne f ur supprt team members. If all members f the Nrthwds Supprt Center are busy assisting ther custmers, r are therwise unavailable, yur call will be transferred t yur supprt teams vic . If yu need immediate assistance, yu shuld als send an marked as urgent. Cntact Infrmatin and Hurs f Operatin Nrthwds Supprt Center Team A 8am-8pm M-F ET teamahelp@teamnrthwds.cm Prtal: Website: teamnrthwds.cm Nrthwds Supprt Center Team B 7am-6pm M-F ET teambhelp@teamnrthwds.cm Prtal: Website: teamnrthwds.cm Nrthwds Upgrade Team 8am-6pm M-F ET Upgrades@teamnrthwds.cm Revlutinizing the Delivery f Human Services 5

12 Nrthwds Supprt Handbk Cntacting the Nrthwds Supprt Center Nrthwds Custmer Prtal Yur agency system administratrs will each have a unique lgin t access the Nrthwds Custmer Prtal. They will be able t access the prtal at r by visiting teamnrthwds.cm and clicking n Custmer Prtal in tp tlbar. The prtal is yur nline resurce fr: Imprtant annuncements and infrmatin Supprt case infrmatin and tracking Frequently asked questins Supprt resurces and links Cntact infrmatin and hurs f peratin fr the Nrthwds Supprt Center and Nrthwds Upgrade Team Once yu are lgged in, the hme page will give yu a brief descriptin f the varius pages and actins yu can perfrm n the Nrthwds Custmer Prtal. Under the Cases page yu can review yur pen cases, add attachments and ntes t cases, review clsed cases, r create a case fr a new issue. The FAQ page prvides answers t questins abut the Nrthwds Supprt Center, the Nrthwds Upgrade Team, and Nrthwds Sftware Supprt levels. Als, prvided will be links t supprting dcumentatin and infrmatin. The KB Search page allws yu t search ur Knwledgebase t lk fr additinal infrmatin and prblem reslutins. Fr cntact infrmatin and hurs f peratin, please see the Cntact Us page. Yu may als submit a request fr a Nrthwds sales representative t cntact yu. Infrmatin t Gather Befre Yu Call Basic Infrmatin Name Agency Phne number address Is this a new request r an existing issue? (If existing, have case number available) What cunty and agency are yu reprting frm Hw wuld yu like t be cntacted (phne, , etc.) 6 Revlutinizing the Delivery f Human Services

13 Nrthwds Supprt Handbk Trubleshting Infrmatin What prduct r device is causing the issue? Cntacting the Nrthwds Supprt Center What user(s) are affected? (Include full name and user name.) When did the issue begin happening? What changes (majr r minr) have been made recently (wrkstatin, server, netwrk, etc.)? Can this issue be replicated n the server r anther wrkstatin (r by a different user n the same wrkstatin)? Des a restart f the applicatin r the wrkstatin reslve the issue? Is there an errr message? If s, what are the details? Are screenshts available? If nt, please send them when available. Please prvide detailed instructins fr duplicatin f the issue. (The better the details, the easier t trublesht.) What steps have been taken t trublesht the issue and what was the utcme? Have yu verified that access has been enabled fr remte supprt and trubleshting f yur servers? Is there any additinal infrmatin available that may be helpful in trubleshting this issue (specific dcument type invlved, appintment type, RRRM used, prfile being used, mdel f hardware device failing, etc.)? Revlutinizing the Delivery f Human Services 7

14 Nrthwds Supprt Handbk Additinal Custmer Supprt Infrmatin Additinal Custmer Supprt Infrmatin Nrthwds Hliday Clsures Nrthwds, including the Nrthwds Supprt Center, clses in bservance f several majr U.S. Hlidays: New Year s Day, July 4th, Labr Day, Thanksgiving Day, and Christmas Day. Shuld yu call when the Nrthwds Supprt Center is clsed, yu will be asked t leave a vic with yur name, agency name, and a phne number where yu can be reached. All supprt request will be handled in the rder they are received the next business day. The Nrthwds Supprt Center will prvide n-call phne supprt fr high pririty supprt request n the fllwing days: Martin Luther King Day, Memrial Day, Day after Thanksgiving, and Christmas Eve. High pririty supprt requests will be handled by phne n a first cme first serve basis. Other supprt requests will be accepted by r prtal, and will be handled n the next business day in the rder in which they are received. Remte Server/Sftware Access The Nrthwds Supprt Center uses a variety f industry standard methds fr authrized remte access f ur custmers netwrks and systems. Help Files End user nline help is available under the Help sectin inside Cmpass Pilt. Cases Clsed fr Inactivity If during the investigatin f an pen issue the Nrthwds Supprt Center sends three fllw-up vic s and/r s asking fr additinal infrmatin but des nt receive a respnse, the third attempt culd be t infrm yu that the Nrthwds Supprt Center will be clsing the issue due t Inactivity. Typically, the Nrthwds Supprt Center will attempt t fllw up via vic s and/r s every ther day. Cases can be clsed after three attempts with Inactivity. If yu feel there is still an issue, yu may call r the Nrthwds Supprt Center and reference the Supprt Case Number yu were prvided. Please make sure t prvide an update including the current status f the issue and/r requested infrmatin t re-pen the case. If yu have any questins please feel free t cntact the Nrthwds Supprt Center management team. 8 Revlutinizing the Delivery f Human Services

15 Nrthwds Supprt Handbk Additinal Custmer Supprt Infrmatin Case Severity Level Prblems are cmmunicated t Nrthwds via phne, , and ur custmer prtal. Phne calls received by the Nrthwds Supprt Center are priritized ahead f s and custmer prtal submissins. s and custmer prtal submissins are wrked in the rder they are received by the Nrthwds Supprt Center. Calls that impact prductin use f yur system are handled immediately. The Nrthwds Supprt Center team member wh receives the call is empwered t determine the impact n yur Nrthwds sftware slutin and t btain immediate attentin t the issue, if needed. The fllwing table describes the priritizatin methd. Affected users Able t utilize a wrkarund with n business impact Severity Level Able t utilize a wrkarund with business impact Unable t wrk One user r wrkstatin Lw Lw Medium A grup f users Medium Medium High Entire site r all users Medium High High Wrkarunds A wrkarund is a temprary fix that allws the system t be peratinal fr a user r users while a permanent slutin can be implemented. The Nrthwds Supprt Center will attempt t implement a wrkarund that causes the least amunt f interruptin fr users in the event a permanent slutin cannt be made in a reasnable amunt f time. Severity Level High The sftware is nt wrking fr all users f a site r entire agency. A supprt request that is categrized as a High severity issue by the Nrthwds Supprt Center will be wrked immediately upn being received by the Nrthwds Supprt Center team member. The Nrthwds Supprt Center team member will cntinue wrking n this issue until reslutin r until a wrkarund can be implemented that allws users t use the sftware. A Nrthwds Supprt Center Manager will be infrmed f the issue at the time f the supprt request in rder t prvide any necessary crdinatin with ther Nrthwds departments in reslutin f the prblem. Revlutinizing the Delivery f Human Services 9

16 Nrthwds Supprt Handbk Additinal Custmer Supprt Infrmatin A High severity issue that is nt reslved r repriritized t a Medium r Lw severity within 4 hurs f being received will be escalated t the Nrthwds Directr f Custmer Relatins fr review. The Nrthwds Supprt Center will cntinue t wrk the supprt request and prvide timely updates t the designated custmer cntacts regarding issue status. Severity Level Medium The sftware is wrking in a sub-ptimal state with a wrkarund, but still allws a user r grup f users t use the sftware. A wrkarund may be required as a temprary slutin until a sftware change can be made available which reslves the issue. Issues may de-escalate frm a High severity issue t a Medium severity issue during the curse f issue reslutin if a wrkarund can be prvided that allws users t resume wrk withut a negative impact t their use the sftware. Severity Level Lw The sftware is wrking in a degraded state fr ne user r wrkstatin, but a wrkarund allws fr the user r wrkstatin t functin. A wrkarund may be required as a temprary slutin until a sftware change can be made available which reslves the issue. Additinally, any general questins, Prduct Change Requests, r supprt requests fr a test envirnment that are nt directly impacting the prductin use f yur slutin will be given a Severity Level f Lw. Case Escalatin Prcess Calls that directly impact the use f a prductin system are priritized. Nrthwds prvides a wrkarund whenever pssible fr situatins where a permanent slutin t a sftware errr cannt be made withut an upgrade r prduct change. Nrthwds custmers wh believe that the reslutin prcess is nt prceeding in a satisfactry manner are encuraged t cntact the Nrthwds Supprt Center management team. Nrthwds Supprt Management Team David Lwe Supprt Center Manager Team A dlwe@teamnrthwds.cm 10 Revlutinizing the Delivery f Human Services

17 Nrthwds Supprt Handbk Additinal Custmer Supprt Infrmatin Nah Pugh Supprt Center Manager Team B npugh@teamnrthwds.cm Jasn Heyse Upgrade Manager jheyse@teamnrthwds.cm Aarn Caldwell Directr f Custmer Relatins acaldwell@teamnrthwds.cm Test Envirnments Test envirnments are nt required, but highly recmmended. They can prvide a resurce fr testing and reprducing issues fund in yur prductin envirnment, as well as help in preparatin fr sftware updates. The supprt and upgrading f a single test envirnment is cvered under Cmpass Sftware Supprt Agreements. Supprt requests t the Nrthwds Supprt Center fr a test envirnment will be given a severity level f lw. Please cntact yur Nrthwds Accunt Manager if yu have any questins r are interested in extending yur Cmpass Sftware Supprt Agreement t cver additinal envirnments. Installing and Upgrading Cmpass Sftware Installatin f yur Cmpass sftware slutin will be cmpleted during yur prject. Installatin f end-user sftware will need t be maintained by yur designated System Administratr. If System Administratrs have any questins r experience any issues, they can cntact the Nrthwds Supprt Center. Upgrades are handled by the Nrthwds Upgrade Team and will be cmpleted with the active participatin f the custmer s appinted System Administratr. Fr inquiries and scheduling f upgrades, please cntact the Nrthwds Upgrade Team. Please see page 5 fr the Nrthwds Upgrade Team cntact infrmatin. Revlutinizing the Delivery f Human Services 11

18 Nrthwds Supprt Handbk Additinal Custmer Supprt Infrmatin Prduct Change Requests A Prduct Change Request (PCR) is a request fr a sftware enhancement r t alert Nrthwds f a ptential sftware issue. PCRs are given a tracking number in ur develpment and CRM systems. PCRs can be cmmunicated t the Nrthwds Supprt Center via the phne r . PCRs can be an enhancement request r a defect reprt. The PCR is reviewed and either apprved r denied based n the business needs f the prduct. Once the PCR is cmplete, it is sent t Quality Assurance and then passed t bth the Technical Cmmunicatin Team and the Nrthwds Upgrade Team alerting them that the issue has been reslved and which custmers are affected. Enhancement Requests Enhancement requests may be submitted t Nrthwds thrugh the Nrthwds Supprt Center. Please be as detailed as pssible in yur descriptin f the enhancement yu are submitting. In additin, please prvide a business case utlining the business need that this enhancement addresses. If additinal infrmatin is needed we will be in cntact t cllect any necessary infrmatin. Please see the Prduct Change Requests sectin f this dcument fr mre infrmatin. Release Ntes and Upgrade Infrmatin The latest Cmpass Sftware Versin Release Overview dcuments, Upgrade Checklist, and ther relevant dcuments are available frm the Nrthwds Upgrade Team befre, during, and after an upgrade. Supprt Handbk Cntact Infrmatin Infrmatin in this handbk is subject t change. Fr questins r t request the mst recent versin f this dcument, please visit the Nrthwds Custmer Prtal r cntact the Nrthwds Supprt Center. 12 Revlutinizing the Delivery f Human Services