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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 DESK
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All issues should be entered into the service desk in either of the following ways:
Send email requests to symphony@devnext.atlassian.net.
Issues sent via email will automatically be entered under the category of ‘Technical Support'
Through the customer portal located at https://devnext.atlassian.net/servicedesk/customer/portal/18
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How to set priority
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Biweekly Support Meetings
What’s been completed since last time
What’s still in the queue
Establish priority via SD Kanban board
How to view all reported issues
MY issues vs ALL issues
Reporting on Hours Used / Work Done
Is it a shared bucket or per territory?
Should we report on hours? Is that a concern?In the Service Desk a user can see the requests that they reported or all issues with their organization.
Types of Maintenance Included in Agreement
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