GradLeaders Service Request Process (for schools using The CSO System or GradLeaders Career Center) Effective April 2016 1
Table of Contents Welcome! Your guide to the GradLeaders Service Request Process... 3 About Service Requests... 5 Making a Service Request... 6 Making a Service Request: Critical... 6 Service Request Classification and Escalation... 8 Configuration of the GradLeaders Systems... 9 Examples of Tasks and turnaround times... 10 Standard Defect... 11 Critical Defect... 12 2
Welcome! This document will help guide you through the GradLeaders Service Request Process. This document describes the support process for all schools using either The CSO System or GradLeaders Career Center, except as specifically noted. This process was designed to make it easier for our school partners to submit their requests for service and technical support. At the same time, this new process will help GradLeaders: Increase overall responsiveness to our customers needs Improve communication and response times Assist our customers in achieving their business and recruiting objectives Report in real time the status of customer requests using the NetSuite system We value our relationships with our school partners. As such, we remain fully committed to improving the effectiveness of GradLeaders Systems while improving communication and responsiveness. This process is an important step in making that happen. Our dedication to providing superior customer service to the GradLeaders family is at the heart of our business. The Support Team is made up of friendly and professional system experts, many of whom worked in career services before joining CSO. They work diligently to provide the support you need to take advantage of the CSO System s robust array of features and functions. The Support Team is available Monday through Friday from 7 am to 6 pm CT for reactive support issues via live chat, email and phone. We strive to respond quickly to questions, and are usually able to do so. In addition to the Support Team, the Customer Relationship Management Team is devoted to cultivating proactive and successful client partnerships that benefit from all support options available. You ll work with our excellent Support Team for general, day-to-day questions and issues, and a Client Relations Manager (CRM) can assist your team with more involved topics and projects, such as system site reviews, data integration/migration processes, and other projects that help you to more fully utilize your CSO System. Some topics are very specific and can be addressed quickly, while others are broader and involve more time. Our CRMs are happy to schedule telephone meetings with your office team to discuss these broader topics. Our CRMs are busy throughout the day assisting clients, so same day scheduling can be a challenge. When reaching out to schedule a telephone meeting with a CRM, please send an email outlining your meeting request a minimum of one business day in advance and, when possible, offer multiple specific meeting date/time options. We strive to respond quickly to questions, and to be as flexible in our availability as possible. We commit that you will get a response from a CRM or another member of our Support Team within one business day (8 hours) of your initial inquiry. Our commitment: Clients will get a response from our Support Team within one business day (8 hours) of their initial inquiry, if not earlier. 3
Getting started. Effective April 2016, all requests for service and technical support should follow this process. Please refer to the Service Request section (p. 6) for important information on submitting your initial service requests. Once your service request has been classified and/or escalated (p. 8), you will be notified as to the status of your request, generally within one (1) business day. You will be notified at each step of the escalation process according to the circumstances and the type of support required. Understanding service request classifications. This guide includes a description of each service request classification, including 1) the level of support needed (i.e., Customer Support Associate, Customer Relationship Manager or Technical Support) 2) the specific type of technical support needed (i.e., General Support Question, Configuration, Standard Defect, Critical Defect ). For each type of technical support listed above, you will find a definition of the classification, followed by a table displaying the steps involved in resolving your service request. A description of the task(s) and action(s) required is also presented, followed by columns indicating the Alerts and notifications you will receive, typically in the form of an email; Turnaround time and support commitment. Have more questions? As always, the Customer Support team or your Customer Relationship Manager are here to help, just give us a call. 4
About Service Requests Any question about GradLeaders Career Center, request for help, and/or technical support is considered a service request. The majority of service requests can be answered directly by contacting Customer Support or your assigned Customer Relationship Manager; however, some service requests will require additional research by the technology team. When this occurs, your service request will follow normal escalation procedures. Methods of Contacting Customer Support Customers can contact the Customer Support Team in a variety of ways: 1. NetSuite Customer Portal Ticketing system (launching April 2016) The GradLeaders Customer Support team highly recommends submitting a Ticket via the NetSuite Customer Portal (launching April 2016) or via email to support@gradleaders.com as a service request. In both situations the communication is centrally logged and provides the customer with an email update at each change in ticket status. This is a great way to stay up to date on the status of your questions/tickets. 2. Email: support@gradleaders.com By sending an email to this address a ticket will automatically be created in the NetSuite Customer portal. Upon submission an automated email will reply notifying the customer of the ticket number. This ticket is also viewable within the NetSuite Customer Portal. 3. LiveChat instant messaging The is a great resource when contacting customer support looking for a quick answer to a how to type question such as: How do I add a custom field? Can I add a new major code to our majors list? Is there a report I can generate that shows certain information? Where is the memo under Setup to make changes to the Employer Contact Login Page? Note: LiveChat is available only for schools using The CSO System 4. Phone: 512.418.1163 The customer support team is always happy to talk with customers over the phone and assist in guiding customers thru process related questions, product information, assistance on stepby-step changes. If customers are looking to track correspondence after an initial call, we recommend using the NetSuite Customer Portal. CSO System customers are welcome to contact the Customer Support Team via LiveChat and Phone. The Customer Support team is available to help assist customers. However, please note chat requests, phone calls, and emails sent directly to a single member of the customer support team are not your best solution. Customer Support Management can NOT holistically monitor response completion. To receive our best service, we encourage submitting inquiries through the NetSuite 5
Customer Portal or by sending an email to support@gradleaders.com. This gives our entire Support and Technology team visibility into your issue. Making a Service Request To initiate the service request process, simply send an email to the GradLeaders support team at the address shown below. Emails can be sent from any email client or system (including Outlook, Exchange, Hotmail, Gmail, etc.) and will be used to initiate all support, configuration, defect, and feature requests. These emails will automatically generate a notification by email that your service request has been received. To understand how your service request is processed after being opened in NetSuite, please refer to the Service Request Classification and Escalation section on page 8. To initiate the service request process for a CRITICAL item, see next page. Step Description Alerts & Notifications 1 Customer sends an email to support@gradleaders.com Email should include the: NAME of the person making the request. ROLE being affected: employer/student/admin DESCRIPTION of the problem and or question LEVEL of importance (high/medium/low) Customer receives an email that a service request has been created Support Commitment Immediate A screen shot of the error and/or affected screen(s) will assist in expediting your request. Making a Service Request: Critical Under normal circumstances GradLeaders reviews all service requests within 1 business day, and often it is much sooner than that. If you have an issue that requires review and classification in an expedited fashion 6
than one business day), initiate a critical service request. To initiate the service request process for a critical item, follow the process for a normal service request, indicating the word CRITICAL in the subject line of the email. For information regarding Critical Defects which have resulted in complete system failure and/or loss of data, please see page 11. (less Step Description 1 Customer sends an email to support@gradleaders.com including the word CRITICAL in the subject line. Email should also include the: NAME of the person making the request. ROLE being affected: employer/candidate/admin DESCRIPTION of the problem and or question LEVEL of importance (high/medium/low) A screen shot of the error and/or affected screen(s) will assist in expediting your request. 2 Service Request: CRITICAL is reviewed and classified by Customer Relationship Manager Alerts & Notifications Customer receives an email that a service request has been created Client receives an email that the service request has been classified Support Commitment Immediate Classification and verification to occur within four (4) business hours 7
Service Request Classification and Escalation The table below shows how your service request is processed and classified. When service requests require additional research by the technology team, they will follow the escalation procedures outlined below. Step Description Alerts & Notifications Support Commitment 1 Service Request is reviewed and classified by Customer Support Team 1.a [Optional] Ticket is classified as New Inquiry 1.b [Optional] Ticket is escalated to Customer Relationship Manager 1.c [Optional] Ticket is escalated to Technology Team Customer receives an email that the service request has been received Customer receives email that service request has been classified as New Inquiry Customer receives email that service request has been escalated to Technology Team. Customer receives email that service request has been escalated to Technology Team. One (1) business day Service request will be responded to within same business day as above. Service request will be responded to within one (1) business day Service request will be responded to within one (1) business day 1.d [Optional] Ticket requires more information from the customer 2 Service Request has been answered and/or resolved request. Customer receives email that service request needs more information Customer receives email asking whether additional action is required Customer receives an email that service request has been closed N/A Service request will be closed after 72 hours if no further action is required N/A 3 Service Request has been closed 1 1 If additional support is needed after service request item is closed; please submit a new service 8
Configuration of the GradLeaders Systems A configuration is a setting, permission, or larger change request that can be applied to GradLeaders and can be made by the admin, user, or Customer Relationship Manager without a change to the source code. Many tasks can be executed directly via the school administration interface and do not require assistance from Customer Support. The GradLeaders Career Center KnowledgeBase/FAQ is a great resource when investigating an issue. Please remember that the Customer Support team is always here to help, but do support a large volume of requests each day. To ensure that system changes are completed within your needed timeframe, please remember to submit your request early. Your Customer Relationship Manager can help you plan for these requests. The following page contains examples of these tasks and expected turnaround times. Step Description Alerts & Notifications Support Commitment 1 Support ticket is classified as a service request change in the GradLeaders system 2 The change requests are under review 2.a [Optional] The configuration changes await customer approval 3 Upon approval, the requested changes are made in the production environment Customer receives email that ticket has been received Customer receives an email that the configuration awaits approval Customer receives an email that the requested changes are complete in production GradLeaders will work with client to define service request task and determine appropriate delivery date See examples on page 8 N/A As previously established in Step 1 9
Examples of Tasks and turnaround times Same Day Tasks (24 hour) Within 24-hour turnaround Researching CSO system page/error messages Assistance with Single Sign-On troubleshooting Adding additional CPP Strong & MBTI assessments (paid Add-on) Troubleshooting Student upload files General Tasks Requires 1-3 day turnaround Image hosting for use in memos and mass emails Managing/Defaulting permissions Defaulting System Event Email From address in mass Additions/changes to Partnership configurations (CPP, CareerSpots, InterviewStream) Relink/Delete co-op/intern survey responses Extracting full majors list Moderate Tasks Requires 2-5 day turnaround Adding new list of code values (Example: Custom Values, Grad dates, Majors) Deleting inactive code values (Example: Majors, Job Category, Employer Industry) Assist in data clean-up projects Room Reservation making rooms available/unavailable in mass Deployed Site backend system requests/changes Updating Memos messages in CSO Enterprise system to all Colleges Complex Tasks Requires 3-10 day turnaround System Image Banner changes (uploads/formatting/mapping/embedding) Changes to the Majors Tree/Category 10
Standard Defect A standard defect is a flaw within the software application that results in an error message, erroneous data storage, incorrect data output, or a result that does not match the system requirements. For information regarding Critical Defects which have resulted in complete system failure and/or loss of data, please see next page. Step Description 1 Service request has been classified as an application defect following the guidelines of the definition above; verification by technical team required 1.a [Optional] Defect cannot be replicated by the GradLeaders technology team 1.b [Optional] Defect has been previously identified and is being resolved 2 Defect has been verified by the GradLeaders Quality Assurance department and has been assigned to the development team 3 Defect is installed in production Alerts & Notifications Customer receives email that service request has been classified as a defect Customer receives an email that service request is no longer classified as defect; additional information needed Customer receives an email that the defect is a duplicate. Service request will be closed, however you will receive alerts and notifications regarding the status of the previously identified Service Request/Defect Customer receives an email that the defect has been verified and assigned to development team Customer receives an email that the defect has been fixed and was included in a production release Support Commitment Verification to be completed within five (5) business days N/A N/A Defect will be scheduled in an upcoming production release 11
Critical Defect A critical defect to the system is one in which the user is presented with an error preventing the completion of a business process with no possible workaround. The result of the defect may have caused a total failure in the system and/or loss of data. Total system failures should be reported to: support@gradleaders.com A system failure means that many users are unable to access GradLeaders Career Center. The email should include a description of the failure, who is experiencing the problem, and the impact. (For example, Students receive An error has occurred on this page as they attempt to log in and view the homepage. The problem was first reported to our Career Management Office at 9:00 PM. ) Step Description 1 Service request has been classified as defect following the guidelines above 2 Defect has been verified by GradLeaders Quality Assurance department as a Critical Defect 3 Defect is assigned to the development team 4 Defect fix is pushed to production testing environment 5 Defect is installed in production Alerts & Notifications Customer receives email that service request has been classified as a defect Customer receives an email that the defect has been verified as a critical defect Customer will be informed of estimated resolution time for critical defect Customer receives email that the critical fix is being tested Customer receives an email that the defect has been fixed in production Support Commitment Classification and verification to occur within four (4) business hours As needed for full resolution; typically, within one (1) full business day Critical fix will be installed during regular maintenance window (normally start of business on the day following resolution of defect) 12