Wave Consulting Support Desk User Guide

Transcription

1 Support Desk User Guide Wave Consulting Support Desk User Guide Date: Wave Consulting Limited 1 st Floor Green Lanes Winchmore Hill London N21 3RX Support Desk & Switchboard: Wave Consulting Limited Page 1 of 13 April 2012

2 Support Desk User Guide Table of Contents 1. INTRODUCTION LOGGING A CALL REMOTE ASSISTANCE PRIORITY LEVELS RESPONSE TIMES CALL STATUS CLOSING AN INCIDENT AREAS NOT COVERED BY THE SUPPORT DESK THE CLIENT S RESPONSIBILITIES MAINTENANCE Wave Consulting Limited Page 2 of 13 April 2012

3 1. Introduction Our support team are available to provide you with timely, expert support for your installation between 9.00am to 5.30pm, Monday to Friday, excluding Bank Holidays. Telephone support is only available during those hours, however our on-line facility is available 24 hours per day, 7 days per week, through which calls can be logged, tracked and updated. 2. Logging a Call There are three methods of logging a call with our support team: Online [email protected] Phone +44(0) We will process your call in the same way regardless of how you log it. All calls are entered into our Support Desk system where they are fully visible to you if you wish to login to check progress. 2.1 Online Access to the online self-service Support Desk is available via the following URL: or alternatively via the following option on the homepage of the Wave website: This allows you to record detailed information about the call, attach any applicable files or screen shots can be attached and the call is automatically generated in the Support Desk system, ready to be assigned to the appropriate consultant. Wave Consulting Limited Page 3 of 13

4 2.1.1 Registration The first time that you use the online facility you will need to register. To register for online access go to You will see the following screen: Click on click here to request access. The following screen will be displayed: Complete all of the details and click on Send. Your details will be forwarded to the support team who will set up your login for the online service and send you an with full details. Wave Consulting Limited Page 4 of 13

5 2.1.2 Logging Calls Go to the Support Desk webpage: To log into the online system enter your address and then click on the button Log in. When you are logged in, you will see all of your open support calls. To add a new call, click on Add Incident. Complete the form, adding as much detail as possible. Enter your name, location and phone number and the following details: Category Identify the product that is giving you issues; Priority Dictates the response time within the terms of your SLA; Serial No Enter your SunSystems Serial Number (if you know it); Description Type in as much detail as possible of the log; Attachments Where possible add screen-shots, reports etc Wave Consulting Limited Page 5 of 13

6 It is often helpful for the support consultant to have sight of the screen that is showing an error. You may wish to attach a screen shot, file, or report now if appropriate - files can be attached by checking the attachments tick box. The following screen will then be displayed enabling you to add files and enter more text: Multiple files can be attached, but they can only be uploaded one at a time. After browsing for the file to attach, click on Add Attachment. The file will be attached and the screen will then display how many current attachments have been uploaded for that call. Once you have finished click on Done. After clicking on Done, you will see details of your call displayed, showing you the Call ID, description and the priority that you assigned. You will also receive an confirmation. Wave Consulting Limited Page 6 of 13

7 Your call will then be assigned to a support consultant Viewing and Updating Calls You can view the status and full history of your support calls at any time online. Once you have logged in you will see a list of your open calls, which you can scroll through. Clicking on All Calls will display closed and open calls. To see full details of a particular call, click on View Call. The details of the call will then be displayed. Wave Consulting Limited Page 7 of 13

8 From here you can additional information to an existing call by clicking Add Action. Enter the details in the box labelled Description then click on the Add Action button to complete the amendment. You can also add attachments to an existing call by clicking on Add Attachment and then following the steps outlined above for attaching files to a call Calls can be logged with the support team by sending details of the problem via to [email protected]. The call will automatically be entered into the support system. Files can be attached to the and will be stored with the call on the system. You will receive an confirming receipt of the call and the log number. 2.3 Phone You can also call us on +44 (0) A member of the support team will key details of your call into the system, give you a log number, and assign it to the appropriate support consultant. You may subsequently be asked to provide screen shots, example reports, etc, as appropriate. 2.4 Nominated Consultant We ask all customers to log support calls via one of the above methods rather than directly through their nominated consultant. This will ensure that all issues are dealt with promptly the nominated consultant may not be immediately available. If the call requires input from the nominated consultant then this will be organised by the support consultant. Nominated consultants will routinely update themselves with details of all calls from customers for whom they are responsible. Wave Consulting Limited Page 8 of 13

9 3. Remote Assistance We use a live remote assistance tool called GoToAssist. It allows our support consultants to initiate web based sessions with clients so that we can investigate your problem first hand. With GoToAssist, support consultants can (with your permission): View your desktop and open applications; and Share control of your mouse and keyboard. You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen- sharing session at any time. If the support consultant deems it necessary to perform a GoToAssist session they will direct you to the following URL: Wave Consulting Limited Page 9 of 13

10 You will be provided with a GoToAssist remote session code by your support consultant. Enter this into the box and click Submit. You will be prompted to download and install a small virus-free plug-in. When prompted click Yes to allow Full Access to your support consultant, so that they are able to control the mouse and keyboard. Extensive configuration work, such as report-writing, should not be carried out via remote access. If on-site consulting is deemed to be appropriate, your account manager will arrange for a consultant to consultant to carry out the work at an additional charge. 4. Priority Levels When logging a call via the online self-service facility you will need to assign a Priority Level to your support call. If your call is logged via or telephone this is done at the discretion of the support consultant based on the severity of the problem, the business impact to you, and whether there is a suitable workaround available. The priority of a call may change during the life of the incident. Any change in priority will be agreed with the client. Please use the following list as a guideline: 1. High - System down or unable to continue with normal business; 2. Medium - Unable to use an important feature but able to continue with business operation; 3. Low - Unable to use a feature but not a major inconvenience; and 4. Cosmetic/Advice/Assistance - Cosmetic change or request for advice on use of the software; Wave Consulting Limited Page 10 of 13

11 5. Response Times We will respond to support calls according to their severity, in line with the following table. It should be noted that these are maximum times and we would hope to be able to provide a faster service on most occasions. Priority Description 1. System down or unable to continue with normal business 2. Unable to use important feature but able to continue with business operation 3. Unable to use a feature but not major inconvenience 4. Cosmetic change or request for advice on use of the software Initial Response Within 1 working hour Within four working hours Within one working Day Within one working day Follow-up Response Within 2 more working hours Within one more working day Within five more working days Within five more working days 6. Call Status A Status is assigned to all calls and will appear in the online self-service support system. An explanation of the available status is detailed below: Open - The call is open and assigned to the support consultant; Closed - The issue has been resolved and it has been agreed with the client that the call may be closed. Alternatively, we have had no response to repeated follow ups. Investigating - The call is being investigated by the support consultant. Waiting for Client - The support consultant has requested additional information from the client, or has offered a fix for the issue and is awaiting a response from the client. Waiting for Third Party - The call has been escalated to the supplier of the software (e.g. Infor). Waiting for Fix - The supplier of the software (e.g. Infor) have advised that a fix is available and the support consultant is awaiting that fix. Consultancy/Training Required - The issue has been identified by the support consultant as requiring training or on-site assistance by a consultant. The account manager will arrange for the appropriate person to visit the client. We are committed to keeping you up to date and will send out regular updates (at a maximum of weekly intervals) for all open calls. Wave Consulting Limited Page 11 of 13

12 7. Closing an Incident In principle we will not close a call without your agreement. If a patch has been sent to you, we will close the call only after you have confirmed to us that the patch has been installed and is working. If we have asked for further information from you and have not had a response within a reasonable length of time then the support consultant will send an suggesting that the call should be closed. If this does not produce a response within a further reasonable period then we will change the status to closed. Note that a call may be re-opened at any time. 8. Areas Not Covered by the Support Desk In order to prioritise our time effectively, there are certain areas which are not covered by the Support Maintenance Agreement and which we do not deal with via the Support Desk Provide training over the telephone We do not offer training over the phone or via remote assistance. If training is required, please refer to your account manager who can arrange suitable training for you at an additional charge. The calls recorded on the Support Desk are monitored and if it appears from the calls that any of your staff require training in specific areas, your account manager may contact you to suggest some training Provide installation instructions over the telephone We do not give complex installation instructions over the phone. If on-site consulting is deemed to be appropriate, we will refer you to your account manager who will arrange for a consultant to carry out the work at an additional charge Provide configuration or implementation instructions over the telephone We do not give configuration or implementation instructions over the phone. If on-site consulting is deemed to be appropriate, we will refer you to your account manager who will arrange for a consultant to carry out the work at an additional charge Write your reports We do not write Actuate or Vision/Q&A reports over the phone or via remote assistance. If on-site consulting is deemed to be appropriate, we will refer you to your account manager who will arrange for a consultant to carry out the work at an additional charge. Wave Consulting Limited Page 12 of 13

13 9. The Client s Responsibilities Nominate a Super User You should nominate a Super User to be the key contact for our support team. As the Super User they will have access to all of your logs and would normally have a key role in looking after your systems To ensure all staff are fully trained Your staff should be fully trained on the software being supported. Training courses are available and recommended for new employees or as refresher courses Supply full information Please supply full information to our Support Desk for any call that is logged 10. Maintenance In the event that a Maintenance Fee or other Wave invoice remains unpaid for more than thirty days after it has become due for payment, we become entitled to suspend our support service. Wave Consulting Limited Page 13 of 13