Daily Activities

First Thing (7:45 to 8:00 am)

First thing every morning:
  • Log into Daylite
  • Log into FogBugz and review your cases from the prior day
  • Listen to and prioritize all Voice Messages that came in since the close of support the previous day. This is to be done first thing in the morning before any other support is commenced
  • Prioritize all existing and new cases

Be there ready to begin support at 8:00AM. Not 8:15AM, not 8:25AM.

Morning Activities

Morning activities are prioritized to clear out any backlog from the end of day or that came in overnight.

  • Call back clients that have purchased after hours support. Their organization account has ‘911/After Hours Support’ in the Groups Classification tab in Daylite.
  • Send emails to clients who call outside support hours that indicated the regular support hours. Also, answer their question if you can by email with a web help link to get them started.
  • Check all existing cases for any further customer replies and deal with those first. It is especially important for cases 'waiting for customer response' or those assigned to second level support.
  • respond to clients in priority order

Afternoon Activities

  • Re prioritize all existing cases, especially those whose system is down versus common questions
  • Prioritize by East coast versus West coast and answer the East coast first.
  • Need to be careful not to postpone a critical support issue, with an incoming phone call for training or help style question. Let the client know that we will get back to them as soon as practical. Complete the critical support issue.

All Day Activities

Classify and Respond to voice mail
  • Evaluate the voice mail for priority
  • Respond according to priority
  • Converse with second level support if an item appears to require Tier II support and assign appropriately
  • Record contact changes in Daylite
  • Adjust web pages as required to provide clearer answers

Close of Day (4:30 to 6:00 pm)

Nominal support hours are currently 8:00am to 5:00 pm mountain standard time and customers are informed of this during the sales process, during training and at various other junctures. The geographic distribution of the support team means that we are following these hours corporately as best we can.

Those on the easy coast might start a little earlier if arranged with management and support volume warrants it.

By around 4:30, we need to start the process of closing the support day - and at the same time deal with ongoing incoming requests. Above all, we want to make sure that we meet the overall goals of responding to voice mail within 1 hour/same business day and email within 4 hours.

Near the close of day, re-prioritize all support. At this time, the general expectations before closing up for the night are:

  • All outstanding voice messages will have been replied to
  • All emails and faxes that arrived prior to mid afternoon will have been replied to.
  • Very late incoming emails will be answered is possible, and if not left for the next day. Since all emails are auto-responded, the customer should have received confirmation that we received it and replying is not necessary
  • All new customer contact information that you received during that dat has been updated in daylite. Normally, there may be one or two people, so the volume is not high
  • at 5:00pm, check for voice messages one last time

Prioritization Policies

Cases should, in general, be worked on in a first come-first serve basis so that all customers are treated fairly and equally.

Some factors to consider when altering priority of support requests are below. If more than one applies, accumulate the effect. For example if a customer calls twice, is on after hours, and says that they cannot sell a ticket, then that is +5+5+10 -> so that makes it high priority

Factors affecting Priority Effect Subsequent Action
Venues that cannot process a sale +10 Call the customer immediately
Any issue where data is not being stored in the database properly +8 Call Customer and then after validation of the issue, Contact Tier II Immediately. Any data issues are of prime importance.
People with after hours support that left a message overnight +5 Call the customer back and follow up response with email of link to web help, if applicable.
People who phone for support +3 Evaluate contents of voice mail and email response and/or call back
People who left an email after close of business the prior day +2
An extension to an existing support case with the same topic +1 if the customer is not seeing the answer being provided, call the customer.
People requesting status on existing Tier II reguest +1 attach new case (if there is one) to original case, determine status from Tier II and email the status to customer.
East coast support requests (mid afternoon only) +1 Give time zone priority over west coast for email responses
An extension to an existing support case with a new topic neutral Create a new case and evaluate as normal priority
People who send a support personal email to a personal email account neutral Create a case and treat in order entered. Inform customer that email was logged with the case number.
A new case concerining an item already elevated to Tier II support -1 attach new case as subcase of the original and email client that the information was attached to an existing case.
People who have been provided a workround but insist on a fix to Theatre Manager -5 bring to attention of management