Customer Support : Standard Operating Procedures

Contents

Contacting the Customer Support
Customer Support Responsibilities
Registering an issue or problem
Setting Priority
Other Responsibilities
Escalation
Responsiveness
Responsible Parties

Contacting the Customer Support

We provide a range of services to assist our clients in making cost effective and correct use of IT Infrastructure. It includes assistance in troubleshooting, maintenance, upgrading, and disposal of the product. Customers will contact Customer Support by phone, e-mail to report issues and to request help.
Customer support hours are from 10:00 AM – 05:40 PM, Monday through Friday, 09:30 AM – 01:30 PM on Saturdays. In-person counter hours close after times mentioned above on weekdays. No counter hours are available on the Sundays.
Customer support Phone Number: 3080 or 3131 to report issues or problems, to request ITS resource or any others issues at SVV a mail can be left at any time.

Customer Support Responsibilities

Customer support members will receive, log, and resolve all walk-in requests for assistance (RFA), incoming telephone RFAs, and mail RFAs. Customer Support Team members will assign a priority based on the following guidelines:

Registering an issue or problem

Incase of computer hardware or network related issues, clients/customers will register the issues / problems with the local System administrator. The local system administrator try to resolves the issues, if not will escalate the issue to the ITS team.Customer support members will record the issue information for future reference. The following information is required for registering an issue:

Date & Time of the occurrence.
Caller name, caller contact information, including Email address, and phone number.
Requester: who is having the problem, who needs to be notified.
Institute, Building and room number,if required.
Module Name or Page name or ITS resource affected.
A brief and meaningful oral / written description about the problem or issue including actions being attempted, error messages or screen shots if applicable , etc.
Information the issue or problem to the concerned team, following the escalation procedure, if necessary.
Other relevant information about problem occurrence, such as, "is this the first time you have experienced this problem" etc.

Setting Priority

Default rule for the priority setting is according to the Date & time call received.However,the priority may be changed in the following situations :

Major problems affecting multiple clients.
Client unable to operate or perform tasks normally and no alternate procedure is available. Examples: Server or Database down .
Critical requests will be given top priority.
Number of personnel/customers affected.
Depending on the Impact to the organization.

Other Responsibilities

Customer Support Team members will also provide the following:

On-site support as needed and required.
Responding to customer requests for assistance in a timely manner. Once notified of a request for support, Customer Support Team members will respond accordingly based on the priority assigned to the issue. If information needed to process the request ,then the Customer Support Team member will request additional information at this time.
Resolving all requests for support in a timely manner. Every effort will be made by the Customer Support Team members to resolve issues within the guidelines established for the various priorities assigned to requests for support. These guidelines may not apply to the issues received for dependent services such as LAN connectivity ,Server or Database down issues to run the application.
Communicating with the user on progress in resolving the call. Customer Support Team members will provide regular status updates for critical and high priority open issues. All status updates will be delivered by a reply to the requester by telephone or through Email.
Proposing a viable workaround when possible. Customer Support members will make every effort to provide alternate means to fulfill a task that a customer is attempting to perform.
Upon resolving the issues, the Customer Support Team member will notify the user that their issues have been resolved, how it was resolved and then close the problem or issue. Customer correspondence shall:

Include a polite introduction that conveys purpose.
Provide information the customer needs.
Let the customer know how the problem was resolved.
Include a closing that expresses a desire to provide further assistance.
Thank the customer.

Escalation

There are two level of escalation. In case any technical assistance customer support engineer will escalate it to senior engineers / administrator. If at all senior engineers / administrator need any assistance they have to escalate it to I.T head. All these escalations have to communicated / informed to concerned requester.

Responsiveness

The Customer Support Team will be expected to respond to issues according to the order in which they are received, status, and the assigned priority. However, team members may change the priority as needed. Such changes will be communicated to the requester as soon as they are made through email or phone call. Critical requests will be given top priority for immediate support. Other requests will be addressed according to the assigned priority, and the age of the issue.

Responsible Parties

The Senior Engineers /Administrator has overall responsibility for the Customer Support Team member’s requests.

First tier support will be provided by the Custom Support Team members. First tier support is defined as any issue that the Custom Support Team members can resolve without assistance.
Senior Engineers /Administrator will provide second tier support. Second tier support is defined as any issue that Technical Services or Event Services resolve without assistance of other Teams.