I: Triage:

  1. Support Agent intakes the request.
  2. An assessment is made by the agent if the request can be answered as expected behavior, is an enhancement request, a bug, or some other task that requires a developer
    1. The Support Agent may need to conduct some tests to confirm if what the user is describing is expected behavior or a bug
  3. Once the Support Agent confirms the classification of the request, the agent will write back to the user to confirm the expected behavior or notify them that a request has been submitted or a bug reported.
  4. The Support Agent will review existing JIRA tickets to see if an outstanding ticket already exists to address this request or issue. If there is a match, the JIRA ticket should be linked to the support case, and the Agent will move to Phase III
    1. The Support Agent will update the JIRA ticket with a comment and update relevant fields to notify the Product team that an additional client or use case has been added to an existing ticket.


II: Refer to Product (Bug  Reports and Enhancement Request)

  1. In the event that there is a report of a new bug or enhancement request, the Support Agent will escalate this case to a member of the product team for review.
    1. The Support Agent will have a canned response available to let the reporter know that the issue has been referred to the Product Management team for review.
    2. The Support Agent will update the Help ticket with "Product Review" or "Product Escalate" and make the Internal Group as Product Management. 
  2. The Product team will receive an alert that there is a new case for them to review, and these will be reviewed in a frequent cadence. 
    1.  The Support team may also need to alert the product team if there is a critical issue that needs immediate attention. The Support or CS managers will make the determination when this escalation is warranted.
  3. The Product team will respond with a note to the Support Agent in the ticket with their assessment, which can include:
    1. Bug ticket filed and linked to this case
    2. The enhancement request is in alignment with our current vision, and a ticket has been filed
    3. The request will not be completed for a detailed reason.  
    4. The Product team needs more information from the Support Agent or reporter before the JIRA ticket can be worked on.

III: Response to Reporter:

  1. The Support Agent will digest the assessment from the Product team and deliver a response back to the reporter.
    1. For valid bug tickets and enhancement requests, a canned response can be sent notifying the reporter that the ticket has been filed, and we will follow up when the fix has been deployed
    2. A canned response should also be used if the product team determines that there will not be any changes to the product in regard to the request. 
    3. The Support Agent may also need to collect more details from the reporter and should work closely with the Product team to ensure the correct information is captured
The Manager of Prodcut Support and Client Servcies Leadership are responsible for monitoring this escelation process to ensure that any reported issues, bug reports, and other requests  resolved on time in accrdance with our contracted SALA polcies.