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The purpose of this document is to set expectations for how the Support and Maintenance agreement will operate in day-to-day situations.

How to report issues

SERVICE DESKAll issues should be entered into the service in either of the following ways:

  1. Send email requests to symphony@devnext.atlassian.net.

    1. Issues sent via email will automatically be entered under the category of ‘Technical Support'

  2. Through the customer portal located at https://devnext.atlassian.net/servicedesk/customer/portal/18

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How to set priority

Biweekly Support Meetings

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How to view all reported issues

MY issues vs ALL issuesIn the Service Desk a user can see the requests that they reported or all issues with their organization.

Reporting on Hours Used / Work Done

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