Expectations

Primary Level Support

Primary support represents the initial contact that a customer makes with our support team. Generally, the roles and responsibilities are

• Handle all incoming voice mails, emails and faxes.
• Prioritize and categorize the support requests in FogBugz
• Verify eligibility for support using Daylite
• Correct any contact information in Daylite including adding new contacts and email address, and changing existing ones if people leave the organization
• Determine which help page best answer the customers question and augment if necessary, either in the web page if the page was not clear, or in the corresponding email response if it is a very specific answer
• Consult Second level support for non-obvious problems
• Keep your iChat status up to date with your current status in general terms. eg 'On Phone', 'Email Support', 'Doing Demo', etc. so that other team members are aware of your status.

Tier II Support

The purpose of second level support is to provide a developer level resource to the support team who can examine code for issues if necessary or provide a greater depth of experience based on understanding what is going on 'behind the scenes'.

The responsibility of second level support is:

• Verify if an 'odd situation' is a bug (or not) based on the observed results of a test provided by Primary Support
• Accept only items that cannot be completed by primary support
• Provide an estimate for completion of the task by second level support and record in FogBugz.
• Indicate if the problem is an enhancement/feature request, or a bug along with how critical it is to resolve
• Update the iChat Status to reflect the problem and customer. eg 'Barrington db balance', 'SOPAC Subscriptons' etc.