SUPPORT GUIDELINES FOR SUPPORT PROJECT

Ownership 1. Take the ownership of the ticket lifecycle. In case you are not the correct or best person to resolve a ticket you have been assigned to, get in touch with dispatcher in order to find a better resource to work on it. Never remove the assignment prior to finding a new assignee. Before reassigning a ticket make sure the new assignee has acknowledged this action item and will take over the ownership from you. Inform requestor about each ownership change.

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Analysis 1. 2. Make sure to recognize and appreciate all information given by the requestor. Do not try to resolve complex requirements on your own in a complete self -study mode. Do not hesitate to seek quick help and advice from the existing module team regarding the best possible approach in order to avoid unnecessary efforts. In case an incident is incorrectly raised as a how-to ticket, it is your responsibility to reclassify such ticket. In case a CR is incorrectly raised as an incident or a how-to ticket, it is your responsibility to reclassify such ticket by following local customers process. () In case the requestor selected incorrect Impact value, its your responsibility to change it after communicating that to the requestor. () Never change Urgency parameter.

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Communication requestor 1. 2. For tickets in Work in Progress, send weekly updates on progress to the requestor. Always maintain a proper e-mail subject. Give ticket number plus a short issue description from the tool. If the tool description is not clear, use an appropriate, clear description. 3. Enter a summary of the reported problem into the e-mail body, especially for complicated or older issues. 4. Always explain the problem reason in detail. In complex issues use representative examples to help the user understand the reason. 5. Use print screens and explain each one with appropriate wording. 6. Be polite. Do not use reviations. Avoid using phrases like "do the needful", "request you", "the same", "I want". Offer yourself to answer any question that may arise. 7. Always communicate with the requestor using the interaction number. Use neither the change number nor the incident number as the business does not always have access to those. 8. Always use the language translation service provided by . Do NOT use any internet translation engines. 9. In case there are any actions for the requestor to execute make sure the text is understandable and that the user is able to validate your findings. In complex scenarios provide test results to the requestor for validation. 10. Do not use technical language. Avoid discussing details on OSS notes. 11. All ticket related communication (e-mail, Sametime Connect, phone) should be documented in the ticket. 12. Make sure the reason for setting the Pending Customer or Pending status is always correctly updated.

Solution 1. Solution should always include: a. Reason of the reported problem b. Information how the problem has been fixed or instructions how to fix the problem

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Solutions for complex tickets should be confirmed with the requestor before changing the status to resolved. Final solution needs to be documented in the ticket.