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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 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
Biweekly Support Meetings
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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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