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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

All 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

How to set priority

Biweekly Support Meetings

  1. What’s been completed since last time

  2. What’s still in the queue

  3. Establish priority via SD Kanban board

How to view all reported issues

In the Service Desk a user can see the requests that they reported or all issues with their organization.

Reporting on Hours Used / Work Done

Is it a shared bucket or per territory?

Should we report on hours? Is that a concern?

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