Softball Australia CRM Project. Support Request Process for Associations & Clubs

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1 Softball Australia CRM Project Support Request Process for Associations & Clubs Updated May 2013

2 CRM Support - Overview Support Module The Support Module is an important feature within the CRM System. It allows Softball Australia and Interfuse to monitor all requests closely and retain a history of progress and resolution. The Support Module provides administrators with a means by which they can request assistance for technical s, as well as providing feedback and suggestions for improvements. It also allows administrators to upload documentation, which may assist Interfuse and Softball Australia to resolve s in a timely manner. General Support At all times, administrators should raise a request through the Support Module. At an association/club level, all requests are escalated to the State Website Administrator. If the Member State Website Administrator is unable to resolve the, they will escalate the request to Softball Australia s main website administrator. If Softball Australia is unable to resolve the, the request will be escalated to Interfuse for resolution. During this process, all administrators are kept updated, via as to progress. If acknowledgement of a request is not received within 48 hours, contact your Member State Website Administrator or Softball Australia for information on the status of the request. Interfuse response time during business hours is within two business days. Critical Issues Critical s are those where the server/system, or a substantial portion of the system (entire module/s), is wholly unavailable. During business hours (see last page for clarification of hours) If the Support Module is available, administrators should raise a request in the usual manner. In the unlikely even that the Support Module is unavailable, administrators should contact their Member State website administrator by phone. Outside business hours (see last page for clarification of hours) If the Support Module is available, administrators should raise a request in the usual manner. In the unlikely event that the Support Module is unavailable, administrators should use the Softball Australia Wiki (username: admin/password: softball) to notify Softball Australia that the system or a module is unavailable. Go to the Report Bug tab on the Wiki. Interfuse will respond within two hours and continue to work on critical s until resolved. Notification If considered necessary (and possible if the system is available), a broadcast will be distributed by either Softball Australia or Interfuse notifying administrators of known s. Alternatively, a message will be posted in the Softball Australia Wiki.

3 CRM Project General Support Requests Softball Australia () Administrator Member State () Administrator Association & Club Administrators Logs request Logs request Logs request Received by Interfuse (IFS) Received by Received by IFS IFS IFS IFS IFS via notifies admin via via notifies all admins via notifies via via Administrator who initiated request acknowledges resolution and closes request

4 CRM Project Critical Support Issues Important note: All requests should be made through the Support Module, unless the Module is unavailable. In that case, and IFS should be notified via the Softball Australia Wiki (username: admin/password: softball) If the Support Module is available, administrator raises a request via the Support Module During business hours (see next page for hours & contact numbers) If the Support Module is unavailable, administrator contacts their Member State Website Administrator by phone Member State Website Administrator calls directly and reports problem to Helen Davis or Rafael Martins contacts IFS to resolve raises request and when resolved, closes item contacts Member State Website Administrator who in turn notifies administrator that request has been resolved If the Support Module is available, administrator raises a request via the Support Module Outside business hours (see next page for hours & contact numbers) If the Support Module is unavailable, administrator uses the Softball Australia Wiki (username: admin/password: softball) to notify that the system is down If no response received within 24 hours, call Helen Davis or Rafael Martins ( representatives) contacts IFS to resolve raises request and when resolved, closes item advises administrator who raised the via the Softball Australia Wiki that request has been resolved

5 Contacts Softball Australia State Website Administrators Direct t ACT Matt Morrissey t SA Sam Small t Helen Davis ecommunications Coordinator m NSW Sue Christie t Tas Sheryl Burnie t Rafael Martins Special Projects Coordinator m NT Tania Liddle t Vic Julie Nemeth m Business hours Monday-Friday, 9am-5pm (EST) (with the exception of National and Victorian public holidays) Qld Nicki Riley t WA Sue McLennan t During public holidays, contact Helen/Rafael directly.