Analysis of Support Requirements

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L1 – First Line Support  – Basic Controls

  1. Recieve the requirements through channels like,
    1. CRM
    2. Email
    3. Mobile Application
  2. Recognize the customer,
    1. Existing Customer
    2. New Customer
  3. Sales partner check,
    1. License Check
    2. Upgrade Check
  4. The Controls Sales partners need to do
    1. Network controls
    2. Configuration controls
    3. Client Side controls
    4. Log controls
  5. Remote/SSH Connection Control
  6. Prioritize the issue.
  7. Categorize the issue.
  8. Apply basic tasks documented for trouble shooting.
  9. Track tickets until successfully resolved.
  10. Move requirement to L2.

L2 – Second Line Support – Analyze Issue

  1. Management of the requirements that came from first line support.
  2. Follow documented processes and workflows provided by clients.
  3. Maintain the Knowledge Base which informs the customers.
  4. Check bugging level such as,
    1. Major Bug
    2. Minor Bug
  5. Creating Documents like,
    1. API Documents
    2. Configuration Documents
    3. Technical Document
    4. Information Document
  6. Move requirement to L3.

L3 – Third Line Support  – Development

  1. Resolve issues that are typically difficult or subtle.
  2. Management,  prioritization, optimization, trouble shooting activities, issue management, stability analysis, etc.
  3. Identifying problems in advance and looking for continuous service improvement opportunities. If a fix involves a major enhancement or a development, then the problem is transferred to evaluation/analysis process.
  4. Provide root or administrator access to basic systems.

The analysis scheme of the support steps in general is as follows.















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