Etere Support team's job is to manage the customer requests and issues in the proper way and communicate with them in a professional way.
In this chapter we see some rules and tips when managing incidents, as well as some examples.
In this diagram, you can see how to proceed, since the email arrival, until the ticket resolution:
How_Etere_support_works
Note: It's worth mentioning that support incidents may differ one from each other for some details that can't be written in a general guide like this. It's up to the technician to make the most of the developed working experience in order to recognize and face the various cases in the best way.
TAKING A TICKET
Here is where the management of a ticket starts.
When an email is catalogued into support website, support team sees the ticket with status EMAIL RECEIVED and they have 4 hours to send a reply to the customer. After 1 hour since the automatic ticket creation (or ticket update), if no one took it yet, the incident will turn orange, as explained in the chapter 3.2.0.0 Incidents priority.
To take a ticket, open it clicking the Open Incident button in the incidents list, then create a new solution.
Now you can rely on the diagram above to know how to proceed.
FORWARDING A TICKET
Let's see some of the cases in which a ticket can be forwarded to other people and how.
• The analysis of the issue requires a more specific knowledge: In this case you can forward the ticket to the proper developer for an ADVANCED ANALYSIS.
Here is a list of the developers and some of their modules:
MICHELE: Air Sales, BMS, Services config in Etereweb, APIs, Support web site.
ROBERTO: Media Library, Personal Data, Workflows, Media manager service, Face recognition...
EMANUELE: HSM, Headquarters service, Datapump service, Robotics service, Memory, Memory browser, Memory service, TimeDelay Service, Nunzio playout, Etere/Etereweb Installers, Audio mixer, Graphics and scenes editor.
MIRCO: Scheduling, Aligner, Nunzio, Stman, Stman service, Radio live playout, Schedule publisher service.
MASSIMO: Automation driver (Etere.ETXServer.exe), AD Inserter, SCTE Cuetone server, Camera control, CC inserter, Multiviewer, Multiviewer 64-bit, Device controller service.
FRANCO: Etereweb (most part), Upload manager, Etere web site, sys.etere.com web site, online help
ENRICO: Ingest, Activesync, F90, Import/Export (in Scheduling), Ad Insertion, Multichannel ingest client, Ingest service, Radio live engine.
When you forward a ticket to a developer write:
- What the issue is, in short.
- Details of the issue, provided by customer or found by support, useful for the developer to analyze it and try to reproduce it.
- Your own observations on what has been analyzed and/or the tests made.
- What is not clear for which the analysis of the developer became necessary.
- Potential hypothesis.
- Any question that falls within the developer's expertise, always related to the issue.
• The job has been assigned by Laura specifically to someone or a colleague requested so: If the customer have to contact support at the time and day when the job has been scheduled, the ticket is usually left in WAIT status; If support have to contact the customer or do anything before connecting to their PC remotely, it's usually forwarded to the assigned person.
• The customer requested something that only Fabio or Alex can do: In this case is included for example any matter about the Etere license (in some cases though, the customer have to contact the marketing department so the ticket have to be closed, instead) and the support contract and fee.
• The customer requested an appointment: Usually appointment requests (for remote connections, calls, trainings, etc.) are forwarded to Laura, so that she can assign the job to someone and send him an outlook task as reminder.
• Not enough information from who previously handled the job/managed the ticket that allow to continue: In case you have to take over a job on customer side that a colleague can't go on with, if the customer can't provide the needed information and they can't be found/deduced in any way, you can ask to whom handled the job before.
CLOSING A TICKET
• The customer says the issue is solved: What has been done until this moment worked as expected and Etere has been able to fix the reported issue. Set the ticket as CLOSED and send the proper standard reply.
• Etere support applied the correction and they verified the issue is solved: Since you already tested the correction just applied on customer's system and the results are good, you can ask a further verification to the customer and put the ticket in WAIT status or directly close it, providing the proper explanation to the customer.
• The customer is requesting something that Etere support can't do or know: This is something that falls outside of the support's area of expertise or something Etere support is not authorized to manage. For example:
- The customer wants a quotation for a new module: For this kind of requests, they have to contact marketing@etere.com, not support team. Indicate to the customer the proper email address to write to and close the ticket.
- The support contract is expired (RED status) or the customer has unsolved payments (PINK status): In this case support is not authorized to provide assistance. Tell the customer the support service is blocked and close the ticket.
- The issue is not related to Etere: If the issue is due for example to the operating system, the hardware or a 3rd party software, it's not up to support team to provide assistance, as their area of expertise is only on Etere software. More details in the chapter 3.3.6.0 Etere's competency limits.
• Isolated case: After a deep analysis, Etere support found the problem experienced by the customer is very rare, it's hard to solve it and only a few (or none) cases were reported in the past. Once the normal operation has been restored, it's possible to consider it an isolated case and further analysis will be done if the issue happens again and more often.
• Automatic closure: If the ticket is in wait status for more than 25 days (meaning support didn't receive a reply to the last email for more than 25 days), it gets closed automatically. The customer will be able to reopen it, replying to the automatic closure email or to the last one sent by support team.