Capita SIMS Partner Development Support Charter

Size: px
Start display at page:

Download "Capita SIMS Partner Development Support Charter"

Transcription

1 Capita SIMS Partner Development Support Charter 2013 Last updated 17/10/2013

2 Support Charter Customer Charter Introduction As an MIS provider, we are very much aware of the need to offer both efficiency and value. We are also extremely conscious that we are dealing with people and therefore our services must be courteous, helpful and professional. This charter for SIMS SQL Technical Partners outlines our promise and commitment to you. We constantly evaluate ourselves against this charter and strive for constant improvement. Contracted Partners can access support services online by following the steps below: 1. Log into SupportNet. 2. Hover over the Web Support top-menu item. 3. Select Case Log. 4. Select Solution Search 5. Select Support Training Datasets As Capita Children s Services develops its solutions and customer base, we are increasingly being asked if we follow any industry standard frameworks for support. Our internal support processes do follow the ITIL V3 frameworks and we follow the appropriate naming conventions in line with those guidelines. We obviously need to engage our customers in this process, but appreciate that we have an historical naming of support interaction with us which is Cases. To accommodate both the ITIL requirement and our continued positive relationship with our customers, the word Case will remain as your first interaction with us, but you will then be presented with which type of Case that will be: An Incident = a service interruption, software not behaving as expected. Service Request = configuration changes, new account set up, password resets or training/consultancy requests. Enquiry = Requests for information, how do I s. Change Request = request for functionality to be enhanced in the product. This minor change in our processes will be more prevalent when we introduce our new Service Portal which is aimed for Summer Currently there should be no changes in how you log Cases with the respective Service/Support Teams. Should you have any questions about this clarification, please do not hesitate to contact us using the escalation paths shown later in this charter. Contents The following pages provide details of the charter for our licensed software customers including: Web Support how can it help you? Product Development Contacting the Partner Development Support and helpdesk Teams What can you do to support faster resolution? How and when can you expect a response from us? Our Key Performance Indicators (KPIs) Checking the status of your support case Our process for resolving support cases How we handle customer data in accordance with the Data Protection Act 1998 What to do if you have a complaint or commendation. Web Support how can it help you? A number of useful tools can be found within Web Support, which can be accessed by visiting Solution Search Solution Search can be used to obtain an immediate solution to any issue you may have. All cases that are reported via our Service Desk, along with their solution, are published in our Knowledge base. This means that you can search for a solution 24 hours a day. Case Log If a solution cannot be located, you can also log a support case directly with our Service/Support Teams. This case (and any associated solution) can then be viewed online using the Web Support facility, which can also be used by customers to add notes to the case. Partner Zone A service which will be refined as part of the new Service Portal in Spring The service will provide partners subscribed to our support service access to: Technical Documentation Guidance Documentation Technical Announcements Technical Product updates General Partner Resources

3 Support Charter 2013 Product Development SIMS/ONE Roadmap Access to the online SIMS / ONE Technical Roadmaps. The Technical Roadmap is provided to keep you up-to-date with Capita s plans in regards to future product enhancements and developments. This is provided as a live document that is continually updated throughout the year. New Product Notification New product developments will be notified to all Partners at least 3 months in advance where possible. Notifications may take the form of a discussion directly with those Partners who share a common interest or via mailings or postings to our Partner Zone area on SupportNET. Contacting the Partner Development Support & Helpdesk Teams Our Web Support facility is the best way to contact us because it enables us to focus our resources more effectively on investigating customer issues. You may even find a solution immediately without having to log a support case. Opening Hours (UK Time) :00 Mon Thurs, :30 Fri However, you can contact us in any of the following ways. By using our Web Support facility at By to By fax for SIMS on +44 (0) For SIMS by telephone on +44 (0) or Partner Development Support on +44 (0) By letter at Franklin Court, Priory Business Park, Bedford MK44 3JZ. What can you do to support faster resolution? There is no need to call us for the latest updates regarding your support case; you can view the status of your case using Web Support at any time. If you do need to call the helpdesk, please have as much information as possible about yourself ready at the time you make the enquiry because this will help our team to deal quickly and efficiently with your enquiry. There are three pieces of critical information we require: Your name, the name of your organisation and your postcode. Please quote these in any communications with us. If you are contacting us regarding an existing case, please quote the case reference number. How and when can you expect a response from us? When you log a support case with us using Web Support, this will be picked up within 1 to 2 working day. We will aim to resolve your query immediately but if this is not possible, your query will be referred for investigation. The time needed to carry out this investigation will depend on the complexity of the issue. It may be necessary to ask you a few questions in order to establish additional information or even to request a copy of the data for further investigations. Our Key Performance Indicators (KPIs) Our Customer Support Teams will aim to resolve cases according to their Priority and impact on the running of the school or Partner Service: Priority Level Priority 1 Urgent Priority 2 High Priority 3 Medium Priority 4 Usage Priority 5 Change Request Situation Business object failure. Malfunction with critical impact to a Partners Business Process. Legal/Financial implications. Business object availability. Partner is unable to complete interfacing needs due to restrictions or limitations on available business objects / API s An issue that does cause a significant impact to business but a work-around or manual process is available. Assistance or guidance is required on service/system/hardware. Minor Software queries. Improvement or functional change required to enhance client s day to day usage of the system and accompanying modules. Some Examples o Change to a public interfaces/api without advance warning. o No current Business objects/api s available to complete read or write access for CORE areas. o I can get the data from the reporting service but would ideally like a code based interface to compliment my current development method. o How do I s. o Which Interface can I use to read or write data to? o Change or addition to a Partner Business Object eg: ThirdPartyProcess.dll NOTE: The resolution may take many forms, namely advice, a patch, workaround or confirmation of a fix/code change to be included in a future release. Priority 5 cases will be referred to the Product Manager for consideration and inclusion for discussion at Software Consultancy Groups, as required.

4 Support Charter Priority Acknowledgment* Response/Fix time** 1 Within 4 working hours Within 5 working days 2 Within 1 working day Within 10 working days 3 Within 1 working days Within 10 working days 4 Within 1 working days Within 10 working days *Acknowledgment Means the case creation of an Incident type concerning SIMS and or any Business Objects/API s or service queries. Case creation of a Case ID is available to customers via Web Support and is the confirmation and acknowledgment of their recorded request. During the acknowledgement process, our staff will review the case for priority and ease of response. *Response time Is the time taken to provide the Customer a directed response against their logged Case ID. The response can form part of an or telephone response, direction to a current KB solution, supply of documentation, supply of code samples, face to face meeting or confirmation in regards to an agreed approach or internal escalation/referral. *Fix time Delivery of a fix that resolves a logged Incident such as a SQL patch to an interface which can be provided to mutual customers. Agreements to provide a fix in a future release. Agreements to provide Business Objects/API s in a future release where a current Interface is unavailable. Production of documentation to help support a request e.g. request for interface code example. Feedback if the query requires additional time to resolve. Where a query requires deeper investigation/research or escalation and results in the response or fix times not being met. Our process for resolving support cases Please see the following flow chart for a brief outline of our process once a suggested solution has been issued in relation to a support case Service/Support Desk Analyst contact customer with a suggested solution. YES Case is removed from the Resolved status and referred back to Analyst for further action. Service Desk/Analyst investigates further Case marked as Resolved. Any contact from customer within 10 working days? NO Case is automatically closed (but can be re-opened if it spans a school holiday). Checking the status of your support case Whilst your case is with the Service/Support Desk, any updates will be added as a case note, which can be viewed as standard, using Web Support. However, if your case has been referred to the Escalation Team for further investigation, updates will be added to the solution. These updates can be viewed by clicking on the KB number in the Solution Ref column when viewing your list of open cases via Web Support Case Log.

5 Support Charter 2013 The Partner Development support team will not accept school data provided via partners to ensure that data protection rules are complied with. In some circumstances we may ask a partner to get their school customer to log a case with us in order to allow us to comply with our own data protection policies. In this case the Partner Development support team would need to obtain the school s permission (data owner) prior to discussing any outcomes with the partner initiating the case. If this is not granted, responses would need to be made via the school concerned. Sample data sent to us by partners to demonstrate an issue MUST NOT contain any real data What to do if you have an escalation, complaint or commendation If you are happy with the service you have received, please tell us. It helps us to identify good practice and encourages our staff. If you are unhappy with our service, please let us know so that we can investigate and work on improvements. Please contact our management team at: where our team will log and progress your complaint. The relevant individuals and teams will then be responsible for providing you with appropriate answers or service improvements. The Partner Management Team will own your complaint until its resolution Should you wish to escalate any issue relating to the service you receive, whether it is a compliment or complaint, please contact the relevant Team Leaders, followed by the Service Manager s: SIMS / ONE o Kam Bains Partner Service Manager on +44 (0) / +44 (0) or o Andy McGowan Head of Partner Development Support on +44 (0) or In the unlikely event that your issue remains unresolved, please contact David Grashoff (Head of Partner Management) on +44 (0) or +44 (0) or Capita Children s Services Franklin Court Priory Business Park Bedford, MK44 3JZ

Helpdesk how to log a ticket and navigate.

Helpdesk how to log a ticket and navigate. Helpdesk how to log a ticket and navigate. Contents Logging a ticket... 3 Use the Knowledge Base (KB) and Community... 6 View Tips and Tricks... 7 Ask a Question... 8 Subscribe and receive notifications...

More information

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0 Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? 4 2.0 HOW DO

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July

More information

Contacting Descartes Service Desk

Contacting Descartes Service Desk Version 1 April 2012 Toll Free 800.419.8495 Int l 519.746.8110 info@descartes.com www.descartes.com Table of Contents ABOUT DESCARTES SERVICE DESK... 3 CONTACTING DESCARTES SERVICE DESK... 4 SERVICE DESK

More information

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9. HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Problem Management Why and how? Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com

Problem Management Why and how? Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com Problem Management Why and how? Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com Page 1 Copyright, trademarks and disclaimers Serio Limited provides you access to this document

More information

Product Support Centre Policy and Procedures

Product Support Centre Policy and Procedures Wizard Systems UK Product Support Centre Policy and Procedures Wizard Systems UK Unit 7 Badminton Court Station Road Yate United Kingdom BS37 5HZ WIZARD SYSTEMS PRODUCT SUPPORT... 3 Objectives... 3 HOW

More information

GCI Channel Client Support Plan

GCI Channel Client Support Plan GCI Channel Client Support Plan 1 Quick Contact Reference: We want to make contacting GCI as easy as possible for our customers therefore you may get your message across via a-few different platforms:

More information

SERVICE DESK CRITICAL USER PROCEDURE

SERVICE DESK CRITICAL USER PROCEDURE SERVICE DESK CRITICAL USER PROCEDURE Approved by : () Version 1.1 (March 2011) Business Services Organisation Page 1 of 6 1. INTRODUCTION 1.1 Purpose 1.2 Scope To establish a standard, documented, and

More information

School IT Systems Support Service Desk Online

School IT Systems Support Service Desk Online School IT Systems Support Service Desk Online Description: Author: Guidance for Service Desk Online Administrators Jenny Collins Revision No: 6 Last Edited: 24/05/12 Document Ref: S1006 Technical Support

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT Delivering the as a service to users Maintaining the integrity of a solution and its ability to operate error-free despite changes in configuration, software versions, operating

More information

UniDesk Self Service Portal (SSP) User Guide

UniDesk Self Service Portal (SSP) User Guide UniDesk Self Service Portal (SSP) User Guide Logging into the SSP The SSP is available via the Service Desk page on the ISD Website. Only current staff and students can use the SSP. Use of a protected

More information

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682 EasiPC Helpdesk A different approach to supporting your school EasiPC currently provides class leading ICT support to schools and academies across Northamptonshire and beyond. To complement our growing

More information

Outsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc.

Outsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc. Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May 2006 2006 by, Inc. 1 Table of Contents 1 INTRODUCTION...

More information

IT Service Desk Workflow Management in versasrs HelpDesk

IT Service Desk Workflow Management in versasrs HelpDesk Service Level Management The Keystone of versasrs HelpDesk This document outlines IT Service Desk Workflow within versasrs HelpDesk. versasrs HelpDesk is a packaged application enabling organisations to

More information

1 Introduction. 2 Design and Functionality. 3 Client Support

1 Introduction. 2 Design and Functionality. 3 Client Support Changefirst Enterprise Service Level Agreement 1 Introduction This Service Level Agreement between Changefirst and the Client describes the support processes and services which Changefirst provides to

More information

Service Management Simplified

Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software which helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

ICT SUPPORT SERVICES

ICT SUPPORT SERVICES ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The

More information

Incident Management Best Practices Chris Pope. Global Service Delivery Manager Global Managed Services Column Technologies.

Incident Management Best Practices Chris Pope. Global Service Delivery Manager Global Managed Services Column Technologies. Incident Management Best Practices Chris Pope Global Service Delivery Manager Global Managed Services Column Technologies February 2009 Agenda & Objectives 1. Incident Management Overview 2. Changes in

More information

Fixes for CrossTec ResQDesk

Fixes for CrossTec ResQDesk Fixes for CrossTec ResQDesk Fixes in CrossTec ResQDesk 5.00.0006 December 2, 2014 Resolved issue where the list of Operators on Category was not saving correctly when adding multiple Operators. Fixed issue

More information

Footprints Customer Interface Guide

Footprints Customer Interface Guide Footprints Customer Interface Guide Introduction Each support group in MIS has its own Service Desk within the Footprints System, and each service desk has its own colors and banner. Within each service

More information

Bloom Enhanced Performance Monitoring Service Level Agreement

Bloom Enhanced Performance Monitoring Service Level Agreement Bloom Enhanced Performance Monitoring Service Level Agreement 1 SERVICE DESCRIPTION The Enhanced Performance Monitoring Service provides an enterprise-class level of assurance with regards to the performance

More information

cpouta - IaaS Cloud Computing Service Service Level Agreement

cpouta - IaaS Cloud Computing Service Service Level Agreement cpouta - IaaS Cloud Computing Service Service Level Agreement 1. General This Service Level Agreement (hereafter called SLA) is made between the customer, cpouta IaaS Cloud Computing Service user and the

More information

Support Policies and Procedures

Support Policies and Procedures Support options Nintex provides support for Nintex software products in the form of software assurance (also known as maintenance), and support services (also known as help desk or incident response).

More information

Service Request Logging Procedure

Service Request Logging Procedure Rena C. Ayeras ITIL Process Page 1 of 13 Table of Contents 1. Purpose 3 2. Scope 3 3. Definitions 3 4. References 4 5. Responsibilities 4 6. Procedure 5 6.1. Logging Service Requests...5 6.2. Tracking

More information

Service Level Agreement for Database Hosting Services

Service Level Agreement for Database Hosting Services Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement

More information

CHANGING YOUR MICROSOFT PARTNER. Abstract

CHANGING YOUR MICROSOFT PARTNER. Abstract CHANGING YOUR MICROSOFT PARTNER Abstract This whitepaper discusses the process involved and answers the most common questions relating to changing your Microsoft business Partner. It also provides information

More information

CAMMS ONLINE SUPPORT PORTAL USER MANUAL

CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS ONLINE SUPPORT PORTAL USER MANUAL September 2014 PREPARED BY CAM Management Solutions Level 17, 45 Grenfell St, Adelaide SA 5000 Telephone: 08 8212 5787 Facsimile: 08-8212-5288 www.cammanagementsolutions.com

More information

Palm Beach State College. Information Technology. Service Level Agreement

Palm Beach State College. Information Technology. Service Level Agreement Palm Beach State College Information Technology Service Level Agreement (Revision: Feb 14 2014) Table of Contents Section 1.0 INTRODUCTION 1.1 Purpose and Objective 1.2 Parties to the Agreement 1.3 Commencement

More information

Mtivity Client Support System. Quick start guide

Mtivity Client Support System. Quick start guide Mtivity Client Support System Quick start guide Mtivity Client Support System We are very pleased to announce the launch of a new Client Support System for Mtivity. The new Client Support System will provide

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

information sheet EMIS Support Escalation Escalation process summary

information sheet EMIS Support Escalation Escalation process summary information sheet EMIS Support Escalation EMIS strives to provide the highest level of customer service to users, ensuring that all issues logged to the service desk are progressed and resolved in the

More information

Oxinet Customer Service Charter

Oxinet Customer Service Charter Oxinet Customer Service Charter This document sets out Oxinet s commitments to serving and supporting our customers. Document Version: 1.0 Date of issue: 15/01/16 Contents Introduction... 2 CONTACT DETAILS...

More information

XYZ Medica Inc. Incident Management

XYZ Medica Inc. Incident Management XYZ Medica Inc. Incident Management December 2006 Suggested additions to this basic report template Classify Incidents as per the recommendations of ITIL then report against the separate classifications.

More information

FIS Support Portal. support.fis.pitt.edu. 1 P age

FIS Support Portal. support.fis.pitt.edu. 1 P age FIS Support Portal support.fis.pitt.edu 1 P age TABLE OF CONTENTS Overview... 2 New Features... 2 Using and Navigating the Portal... 3 1: My Tickets and Requests... 4 2: Submit a Ticket... 5 3: Request

More information

AVEVA Standard Support Service Policy for the AVEVA Product Suite

AVEVA Standard Support Service Policy for the AVEVA Product Suite AVEVA Standard Support Service Policy for the AVEVA Product Suite Issue 4 December 2012 Page 1 of 13 CONTENTS 1 Introduction... 3 1.1 Purpose... 3 1.2 Scope... 3 1.3 Terminology... 4 2 Service Scope...

More information

Support Request Ticketing System User Guide

Support Request Ticketing System User Guide Support Request Ticketing System User Guide Prepared by: Last Updated Document Ref: Document Version: Rapid4Cloud March 2016 Support Request Ticketing System User Guide 1.1 Copyright 2016, Rapid4Cloud

More information

TOPdesk Professional. Service Management Simplified

TOPdesk Professional. Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software that helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

All other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca

All other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca Information Technology This Information Technology (ITSLA) establishes the overall support levels for IT supported systems and services within the Thunder Bay Catholic District School Board. Goals of Technology

More information

A Guide to Categories & SLA Management

A Guide to Categories & SLA Management A Guide to Categories & SLA Management 1. Introduction Calls can be logged quickly and efficiently in SupportDesk using selection Categories within the call screen and these categories can match the conditions

More information

So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk.

So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk. Help Desk How to use your Help Desk So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk. This guide will teach you how to:

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Service Desk help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Service Desk help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Service Desk help topics for printing Document Release Date: December 2014 Software Release Date: December

More information

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13 Customer Guide Helpdesk & Product Support [Customer Name] www.four.co.uk Page 1 of 13 Table of Contents HELP DESK AND PRODUCT SUPPORT SUMMARY... 3 1 FOUR HELP DESK STRUCTURE AND CALL ESCALATION... 6 2

More information

IPA Help Desk. How to use Self-Service portal. [Version 1.0] [28/12/1435 H] FRM CC-UME-V001

IPA Help Desk. How to use Self-Service portal. [Version 1.0] [28/12/1435 H] FRM CC-UME-V001 IPA Help Desk How to use Self-Service portal [Version 1.0] [28/12/1435 H] How to use Self-Service portal Institute of public administration provides a new Help Desk system which allows users in the head

More information

G-CLOUD IIII FRAMEWORK SERVICE DEFINITION: SCHOOLS HOSTED SERVICE FOR SIMS

G-CLOUD IIII FRAMEWORK SERVICE DEFINITION: SCHOOLS HOSTED SERVICE FOR SIMS G-CLOUD IIII FRAMEWORK SERVICE DEFINITION: SCHOOLS HOSTED SERVICE FOR SIMS Capita Division / Supplier: Service Name: Capita Business Services Ltd SIMS OVERVIEW OF THE SERVICE The hosted service for SIMS

More information

Technical Support SLA and Escalation Matrix

Technical Support SLA and Escalation Matrix Technical Support SLA and Escalation Matrix We, at Cyberoam value our customers and their needs. Although we are continuously trying to make our product as the best UTM appliance, at times there are some

More information

Standard Success Program

Standard Success Program Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support

More information

Northgate Public Services

Northgate Public Services W o r k I n s t r uct io n s Northgate Public Services Northgate Customer Portal 1 st October 2012 Report summary: This document outlines the standard process followed by Northgate Public Services customers

More information

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE Overview This Customer Support Guide details our support services, contact information, and best practices for contacting support to ensure quick response and issue

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The

More information

RIM TECHNICAL SUPPORT

RIM TECHNICAL SUPPORT RIM TECHNICAL SUPPORT Service Level Agreement September 2015 PAREXEL INTERNATIONAL / + 1 781 487 9900 / WWW.PAREXEL.COM 2014 PAREXEL INTERNATIONAL CORPORATION. ALL RIGHTS RESERVED. Maintenance A subscription

More information

EXPEDIENT Support Tracker. User Guide

EXPEDIENT Support Tracker. User Guide EXPEDIENT Support Tracker User Guide Table of Contents 1. First Time User... 3 2. Viewing Tickets... 4 3. Creating New Tickets... 6 4. Ticket Editing... 9 5. Ticket Print... 10 First Time User a. The first

More information

Antech Automated Services User Guide

Antech Automated Services User Guide Version 1.0 Antech Calibration Services 2005 Contents 1. Email..3 1.1 Certificate Retrieval 1.2 Requesting a collection 1.3 The status of your instruments 1.4 Quotation acceptance 1.5 Account updates 2.

More information

TVision Support Service Guidelines

TVision Support Service Guidelines TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House 15-19 Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) 1483 751888 Support Tel: + 44 (0) 1483 713480 Fax: +

More information

Linking Personnel 7 and FPSadvance.Net

Linking Personnel 7 and FPSadvance.Net Linking Version 1.0 Page 1 of 10 Capita Children s Services, Franklin Court, Stannard Way, Priory Business Park, Cardington, Bedford MK44 3JZ. Tel 01234 838080 Contents Revision History... 3 Introduction...

More information

TELUS Frontline Customer Care Guide

TELUS Frontline Customer Care Guide TELUS Frontline Customer Care Guide January 2010 Table of Contents INTRODUCTION... 3! CONTACTING TELUS... 4! Reporting Technical Service Issues... 4! Repair Ticket Severity Levels and Response Target...

More information

Support Service Level Agreements

Support Service Level Agreements Support Service Level Agreements Our commitment to you This Service Level Agreement (SLA) identifies what Newedge customers can typically expect from us with regard to day-to-day online application and

More information

e11 Help Desk User Manual

e11 Help Desk User Manual e11 Help Desk User Manual Representative Section (Version 4.4) Page 1 of 30 Preface The e11 Helpdesk Representative Manual Version 4.4 is intended for the customer support representatives who are responsible

More information

SUPPORT POLICY SUPPORT POLICY

SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.

More information

Migrating SIMS, FMS and Discover to SQL 2012

Migrating SIMS, FMS and Discover to SQL 2012 Migrating SIMS, FMS and Discover to SQL 2012 applicable to 7.154 onwards Mini Guide Revision History Version Change Description Date Version 1.0 Initial Release 04/07/2013 Version 1.1 Migration has been

More information

Help Desk Structure Policy

Help Desk Structure Policy Chan & Naylor Australia Help Desk Structure Policy Support Resolution Process Chan & Naylor Australia Head Office Suite 4, 55 Grandview St PYMBLE NSW 2073 P. 02 9391 5000 F. 02 9391 5050 Distribution Establishment

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 3.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

Handshake Customer Support Handbook

Handshake Customer Support Handbook Handbook Handshake Customer Support Handbook Document History Prepared By 8/1/2014 Handshake Software Version : 5.0 Caroline McManus +1 (850) 329-7845 cmcmanus@handshakesoftware.com Abstract: This Handbook

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This Service Level Agreement (SLA) applies for all Services agreed through a Yorcard Limited Order Form. All issues and queries (hereafter referred to as issues) should first be

More information

Customer Support Guide Book

Customer Support Guide Book Customer Support Guide Book Welcome To Customer Support Rapid7 Support Phone: 1-866-390-8113 Email: support@rapid7.com http://support.rapid7.com Table of Contents RAPID7 CUSTOMER SUPPORT GUIDEBOOK... 3

More information

HOW TO MANAGE SERVICE REQUESTS USING FOOTPRINTS TICKETS

HOW TO MANAGE SERVICE REQUESTS USING FOOTPRINTS TICKETS HOW TO MANAGE SERVICE REQUESTS USING FOOTPRINTS TICKETS How to Manage Service Requests Using Footprints Tickets... 1 Introduction... 3 Planning to use Footprints... 3 Services... 3 Agents... 3 Teams...

More information

HP Software-as-a-Service (SaaS) operations overview. Customer handbook

HP Software-as-a-Service (SaaS) operations overview. Customer handbook HP Software-as-a-Service (SaaS) operations overview Customer handbook Table of contents Supported software............................................... 3 Knowledge base and forum........................................

More information

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION Table of Contents 1. INTRODUCTION 3 2. PROVISIONING 3 3. DEVICE AND ACCESSORY ORDERING 4 4. ACCOUNT DEVELOPMENT 5 5. CUSTOMER AND

More information

Overview. Table of Contents. isupport Incident Management

Overview. Table of Contents. isupport Incident Management Overview The isupport software is a powerful and flexible help desk/desktop support solution used by San José State to manage information technology tickets, or incidents. While isupport has many tools

More information

INUVIKA OVD SUPPORT SUPPORT SYSTEM GUIDE. Mathieu Schires Version 1.1 Published 28/04/2015

INUVIKA OVD SUPPORT SUPPORT SYSTEM GUIDE. Mathieu Schires Version 1.1 Published 28/04/2015 INUVIKA OVD SUPPORT SUPPORT SYSTEM GUIDE Mathieu Schires Version 1.1 Published 28/04/2015 This document describes how to use the Inuvika Support System for reporting support incidents related to Inuvika

More information

Richmond ServiceDesk v10 Release Notes

Richmond ServiceDesk v10 Release Notes Richmond ServiceDesk v10 Release Notes September, 2014 support@richmondsys.com 01428 647333 www.richmondsys.com/customerzone @richmondsupport Richmond Systems Ltd, West House, West Street, Haslemere, Surrey,

More information

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001 IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written

More information

PS-Help Desk Customer Manual

PS-Help Desk Customer Manual P R O G E S S S O F T C O R P O R A T I O N E N V I S I O N P U R S U E A C T U A L I Z E ProgressSoft Corp. PS-Help Desk Customer Manual Version: 2.1 Date: December 1, 2010 T a b l e o f C o n t e n t

More information

Presented by Jeris Creasey. Information Technology Trainer, Information & Telecommunication Systems

Presented by Jeris Creasey. Information Technology Trainer, Information & Telecommunication Systems Presented by Jeris Creasey Information Technology Trainer, Information & Telecommunication Systems Submitting a Helpdesk Request 3 Logging into the KBOX server 4 The Knowledge Base Tab 5 The Help Desk

More information

A RESOURCE GUIDE FOR NEW FINANCIAL SYSTEM PROFESSIONALS

A RESOURCE GUIDE FOR NEW FINANCIAL SYSTEM PROFESSIONALS WELCOME KIT A RESOURCE GUIDE FOR NEW FINANCIAL SYSTEM PROFESSIONALS *Disclaimer: In the following documentation, dates, screen captures and data are not necessarily reflective of the current year. Settings

More information

Standard Complaints and Dispute Resolution Procedure

Standard Complaints and Dispute Resolution Procedure Standard Complaints and Dispute Resolution Procedure Introduction QEnergy has a customer focussed approach to its business and is committed to effective and efficient resolution of customer complaints

More information

SapphireIMS Service Desk Feature Specification

SapphireIMS Service Desk Feature Specification SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams

More information

Incident Logging in Calderdale Service Desk

Incident Logging in Calderdale Service Desk Incident Logging in Calderdale Service Desk Introduction Calderdale Self Service is the web portal access to the IT Service Desk s call management software. All issues and requests raised within the council

More information

SCRIBE SUPPORT POLICY

SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY 21 DECEMBER 2015 WWW.SCRIBESOFT.COM CONTENTS Scribe Support Policy... 3 Types of Support... 4 Free Product Download... 4 Free Support... 4 Paid Support... 4

More information

VMware Service Manager: Implementing Incident Problem Management

VMware Service Manager: Implementing Incident Problem Management Delivery Methods Instructor-led training Live-online Onsite training Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System administrators Service desk managers Service desk

More information

Customer Code of Practice & Security of Supply. Standard Distribution Licence Conditions 8, 9 and 10

Customer Code of Practice & Security of Supply. Standard Distribution Licence Conditions 8, 9 and 10 Customer Code of Practice & Security of Supply Standard Distribution Licence Conditions 8, 9 and 10 (Effective from 26th August 2004) This Code of Practice has been prepared in a form approved by Ofgem

More information

Guidelines for Using the Web Help Desk

Guidelines for Using the Web Help Desk BURBANK SCHOOL DISTRICT 111 Guidelines for Using the Web Help Desk Technology Department 1/7/2013 The purpose of this document is to provide guidance on how to navigate the Burbank School District 111

More information

Service Level Agreement (SLA) for the M Connect 2 System

Service Level Agreement (SLA) for the M Connect 2 System Document filename: M Connect 2 Service Level Agreement Directorate / Programme Systems and Project Service Delivery N/A Document Reference: DOC-00064 Project Manager N/A Status Approved Owner Norman Raphael

More information

User Guide BMC Remedy Support System

User Guide BMC Remedy Support System United Arab Emirates Federal Authority For Government Human Resources User Guide BMC Remedy Support System User Guide BMC Remedy Support System Releases: Bayanati Self-Service User Guide Version 1.0 Bayanati

More information

Internal Help Desk. Bizagi Suite

Internal Help Desk. Bizagi Suite Internal Help Desk Bizagi Suite Internal Help Desk 2 Table of Contents Internal Help Desk... 4 Process Elements... 6 Case Opening... 6 Start... 6 Open Case... 6 Element... 7 Close Case... 7 Notify Case

More information

IT Service Desk Manual Ver. 2.0. Document Prepared By: IT Department. Page 1 of 12

IT Service Desk Manual Ver. 2.0. Document Prepared By: IT Department. Page 1 of 12 Document Prepared By: Page 1 of 12 INDEX 1. Introduction. 3 2. Home Page..... 4 2.1 My Request Summary..... 4 2.2 Announcement....... 5 2.3 Submit your Request...... 5 2.4 Report a Problem...... 6 2.5

More information

Customer Charter. committed to providing a quality service

Customer Charter. committed to providing a quality service Customer Charter committed to providing a quality service Food Safety Authority of Ireland Our mission is to protect consumers health and consumers interests by ensuring that food consumed, produced distributed

More information

Novo Facility Manager Supporting YOU as you support your Team

Novo Facility Manager Supporting YOU as you support your Team Product Data Sheet Novo Facility Manager Supporting YOU as you support your Team Track Equipment. Manage Maintenance. Share Knowledge. Whether you are looking for a Cloud based or In-house facility management

More information

ONE Mail Service Availability and Support

ONE Mail Service Availability and Support ONE Mail Service Availability and Support Document Version: 0.01 Document ID: 4038 Copyright Notice Copyright 2015 ehealth Ontario All rights reserved No part of this document may be reproduced in any

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 6.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

> SuperSTAR Suite. Customer Support Guide

> SuperSTAR Suite. Customer Support Guide > Customer Support Guide February 7, 2013 Table of Contents Table of Contents... i Tables Reference... ii Space-Time Research Customer Support Plan... 3 Support Policies... 4 Definition of a Support Case...

More information

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date :

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date : Customer Service Charter TEMPLATE Customer Service Charter Version: 0.1 Issue date : Document Information Document Name Document Overview Author Approver Document Owner Document Owner Telephone Document

More information

MSA Enterprise 1. GENERAL TERMS AND CONDITIONS

MSA Enterprise 1. GENERAL TERMS AND CONDITIONS 1 1. GENERAL TERMS AND CONDITIONS Herein is given a list of technical support cases, in relation to which Kaspersky Lab will provide assistance to the owner of this Extended Technical Support Certificate

More information

Ways of Working Dec 2015

Ways of Working Dec 2015 KPMG Hands-On Management Pty. Limited 147 Collins Street Melbourne Vic, 3000 GPO Box 2291U Melbourne Vic 3001 Australia ABN: 31 002 881 058 Ways of Working Dec 2015 1 Annual Software Maintenance Plan Maintenance

More information

Evaluation Guide. Powerful & Immediate Business Web Security via the Cloud

Evaluation Guide. Powerful & Immediate Business Web Security via the Cloud Evaluation Guide Powerful & Immediate Business Web Security via the Cloud Contents 1 Introduction & Product highlights 2 Set up & Configuration 3 Managing your WebTitan Cloud Service 4 Reporting 5 Support

More information