• Primary support will be completed by the end of the day for calls received.
• Verify eligibility of customers for support in Daylite. Customers with expired maintenance will be referred to the Sales & Marketing Department for further action.
• All support arrives via and will be documented using FogBugz. Support is linked to the email address of the client by entering that in the correspondent field before the next support item is taken.
• When you need to leave your desk and the support will be unattended, set your iChat status to 'away' with a reason or expected return time.
• Use online help web links where possible to provide assistance with responses. If there is no link or answer in an existing page, consider enhancing the page before answering the customer and then send the revised page link to the customer.

• To reduce further email requests for clarifications, provide all the details the first time. In other words, avoid off the cuff responses or a one-sentence replies that contains vague details.
• Do not respond with the 10% solution. If you do not know the answer, or are not 100% sure of an answer, investigate and verify how it works in Theatre Manager. Try not respond until you know the definitive answer.
• If a response will take some time, let the client know you are working on a solution.
• If a request for more information is required, provide the client on information and guidance the kind of information the support team needs to resolve their questions.
• Read the cases that have been closed in a day to see if you can learn something from them
• Use your team members, the online help, and Tier II as resources to resolve issues

Preliminary Procedures

Listen to the voice mail in quicktime and do the following with it:

• Determine the approximate customer requirement in the voice mail and put a synopsis in the FogBugz description field.
• Copy the phone number to the description field and/or alter it to math the voice mail. Sometimes the incoming phone number identified by the phone system is the customers switchboard
• Change the title of the voice mail to something meaningful indicating the topic area that the customer called about.
• Find the patron in Daylite and put their primary email address into the correspondent field
• If you think you know roughly what it might take to resolve the problem, place an estimate of time
• Assign it to support (generic), or a particular person on support that day.
• Assign a priority to it.
• Check to see if the customer also sent and email on the same subject and then link that incoming email case to the phone case
• Add the version number and computer OS to the boxes if known

Response Procedures

• When a problem is assigned to you, do any specialized research required on the problem so that you are ready to deal with the call. Call the customer back, or if the answer is explained directly in our support site, email the customer with the support link and then follow up in short order to discuss the email link.
• Generally, phone replies are for questions that we think can be answered in ten minutes or less.
• Anything requiring longer explanation should be scheduled for training and/or for a specific time period. If that is the case, contact the customer right away, explain that it is a probably long response requiring concentrated 'quiet' time and arrange an off peak or appropriate time that meet the needs of both the customer and Arts Management. Generally, mornings appear to be best.
• If the problem being reported is likely to take a long time and requires further research, advise the customer of the time you will get back to them with the probable answer.

• Will be replied to within 4 hours of when they come in.
• Will be replied with step-by-step guidelines to resolve their question.
• Will refer to web site links for information as much as possible (the goal is all requests for information and processes
• Faxes will be stored on the server and linked in Daylite to the ‘references’ pane.
• Email contacts will be entered and updated in Daylite so that a ‘white list’ of their names can be created for valid email filters to Arts Management’s Email system and sending announcements to users and knowing that the user will receive the announcement. When available, the following minimum information will be captured:
  • Email address
  • Full Name (first and last name)
  • Direct telephone numbers
  • Address
  • Position within the organization

The goal is that any question that could be answered more than once must be answered with reference to a web page so that procedures and processes are consistent throughout all support responses.

All staff members are responsible for:

• Identifying deficiencies and provide the updated corrections or improvements in manuals and support documentation.
• Monitoring Email responses and add to existing online support web pages where appropriate.
• Perform queries within online support web pages to bring up answers to questions and provide those links to clients within responses to their questions.

When a new venue comes on board or there is a staff change at an organization, the responsibility of the primary support team is to update Daylite with new contact information and/or correct some existing information at the start of the support process.

• All contact information will will be documented in DayLite and the contact associated with an organization. This means names and addresses for all contacts. There is a 'grab' button to get the primary organization address to simplify data entry.
• Please check with Daylite to confirm the version number that the venue is using to transfer to FogBugz support tracking.
• If somebody leaves an organization, please mark there relationship as 'former employee' and the description as 'former xxxxxxx' - daylite.